Global Contracts Hub Operations Manager (North America)

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

This global, North America-based role is responsible for:

• Owning and operating the Contracts Hub as the primary operational owner of its processes, policies, data, metrics, triage and reporting; and
• Building a scalable, hands-on contracting operations model across North America, EMEA, APAC and LATAM in partnership with Commercial Legal, Legal Operations and business stakeholders.

• Owns the Contracts Hub as its primary operational owner, including Hub processes, policies, data, metrics, triage, reporting and day-to-day service delivery.
• Manages the triage queue for incoming legal requests and oversees completion of assigned work directly, while coordinating workload across Hub personnel and balancing service quality, speed and capacity.
• Designs, documents and continuously improves operating procedures for intake, assignment, first response, review, escalation, completion and reporting.

• Onboards, manages and develops a team of global contract managers and lawyers within the Hub through hands-on training, coaching, quality support and capacity planning.
• Coordinates regional coverage:
  • Two contract managers covering North America and EMEA hours;
  • One contract manager based in APAC who pulls from the Contract Lifecycle Management (CLM) triage queue during working hours; and
  • A LATAM contract manager assigned as needed, often for language coverage.
• Assigns and coordinates lower-complexity work routed to EMEA and LATAM interns in partnership with the relevant legal supervisors, ensuring that work is scoped, tracked and appropriately reviewed.
• Works closely with regional legal supervisors on the legal aspects of Hub work and keeps operational ownership separate from legal judgment and escalation.
  • Coordinates practical coverage across regions and time zones, including handoffs, queue visibility and service-level expectations.
  • Identifies training, capacity and process gaps and works with regional supervisors to address them.
• Maintains clear ownership for each request so that Hub personnel know when to handle work directly, seek operational support or escalate a legal question.

• Manages CLM triage queue and maintains the rules for handling requests directly or assigning them to a Hub lawyer, Hub contract manager or commercial lawyer.
• Manages the Contracts Hub email alias for legal queries where no documentation is attached or needed and ensures each request is tracked, triaged and routed to the right owner.
• Collaborates closely with the Lead Counsel, Commercial AI & Contract Enablement, who owns legal content, templates, fallback positions, playbooks, escalation criteria and decision logic for legal AI tools; this role operationalizes those inputs through intake workflows, playbook adoption, CLM tooling and AI contract-review tool integration.
  • Feeds escalation, exception and playbook-deviation data back to the Lead Counsel to support improvements to playbooks, fallbacks and decision logic.
  • Partners with Legal Operations on CLM and AI tooling requirements, configuration and adoption; Legal Operations owns the primary contracting systems, tooling, workflow administration and administrative management of templates.
  • Works with legal, sales, deal desk, finance, procurement, Technology/IT and Legal Operations to make Hub workflows practical and adopted.
  • Supports training and communications so that Hub personnel and business partners understand intake rules, available self-service options and operating procedures.

• Tracks request volume by region, request type and risk tier; time to assignment and first response; cycle time by tier; service-level agreement (SLA) attainment by region; escalation and playbook-deviation rates; self-service rate; tool adoption; stakeholder sentiment; and capacity and utilization to support resourcing decisions.
• Provides regular dashboards and operating updates to Commercial Legal leadership, highlighting trends, bottlenecks, service-level performance, resourcing needs and opportunities for process improvement.
• Drives operational tracking and cross-functional partnership for the Contracts Hub roadmap, with accountability for progress, adoption and reporting rather than unilateral ownership of every outcome. Ongoing responsibilities include establishing and maintaining baseline reporting; supporting training and readiness; driving reductions in assignments to deal teams and commercial resource touches; expanding self-service; supporting NDA insourcing and related cost savings; improving first-pass review and cycle times; and coordinating related stakeholder materials and communications.

• This role owns Hub operations and execution. Although it may supervise personnel, including lawyers, it is not a legal authority and is not in the legal escalation path. Hub personnel escalate legal questions to the regional lawyers, who may not be the regional lead.
• The Lead Counsel, Commercial AI & Contract Enablement owns legal content, templates, fallback positions, playbooks, escalation criteria and decision logic for legal AI tools. This role operationalizes those inputs in Hub workflows and feeds back data on escalations and deviations.
• Legal Operations owns primary contracting systems, tooling, workflow administration and administrative management of templates. This role partners with Legal Operations on CLM and AI tooling requirements, configuration and adoption.

• Initially, this role will report to the Managing Corporate Counsel, North America; however, in due course, it may report to the General Counsel – Commercial (globally based).
• Based in North America, this global role has cross-regional responsibility across North America, EMEA, APAC and LATAM, including coverage coordination across business hours and time zones. The role requires out-of-hours support and coordination to serve global stakeholders.

• Approximately 10+ years of experience in legal operations, contract operations, deal desk, sales or revenue operations, or business operations, including people management.
• Hands-on CLM administration and workflow experience, such as Ironclad, Icertis, DocuSign CLM or Agiloft, with familiarity with Salesforce-type CRM integrations.
• Strong data and reporting skills, including Excel and business intelligence dashboards.
• Experience deploying or adopting AI contract-review tools and familiarity with commercial contract concepts, including NDAs, MSAs, order forms, redlining, playbooks and fallback positions.
• A law degree is not required. Preferred qualifications include PMP, Lean/Six Sigma or CLOC certification and experience in a global SaaS or technology company operating across time zones.

• Strong operations background, with demonstrated ability in process design, workflow management, data and metrics rather than a purely legal focus.
• Excellent written and verbal communication, including the ability to translate clearly between legal, business and operational stakeholders.
• Data-driven and comfortable turning operational information into practical decisions, dashboards and improvement priorities.
• Takes initiative, builds trust across regions and functions, and follows through on commitments in a changing environment.
• Hands-on and pragmatic, willing to work the queue, solve day-to-day problems and improve the system while keeping the broader operating model in view.

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About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.ai. 

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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

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