Global Contracts Hub Operations Manager (North America)

Be the one building AI-powered experiences where they matter most. 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. Global Contracts Hub Operations Manager (North America) 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. Contracts Hub Operations & Service Delivery 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. Regional Staffing & Work Allocation 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. Intake, Triage & Contract Enablement 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 work…

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