Legal Operations Manager

Medallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the management of experiences, insights, and actions for candidates, customers, employees, patients, and residents alike.   We believe that every experience is a memory that can last a lifetime. Experiences shape the way people feel about a company. And they greatly influence how likely people are to advocate, contribute, and stay. At Medallia, we are committed to creating a world where organizations are loved by their customers and their employees. We empower exceptional people to create extraordinary experiences together.  Bring your whole self. The Role and Team Join our Legal department as a Legal Operations Manager, reporting to the VP, Deputy General Counsel and working closely with cross-functional partners in IT, finance, engineering, and operations. The Legal Operations Manager will drive process improvements, own and optimize our contract lifecycle management (CLM) platform (Ironclad), and provide operational and litigation support to help the Legal team achieve its ideal state of efficiency and organization.   We are seeking a dynamic Legal Operations Manager to serve as the operational engine of our Legal department. Following our enterprise rollout of Ironclad, this role focuses on day-to-day process ownership and improvement, workflow optimization, and operational support across contracting (with Ironclad) and the broader Legal team. This Manager will also support Corporate and Litigation, including litigation readiness, ensuring smooth operations across the global Legal department.    You will be the primary end-user expert and operational owner of our legal tech tools, driving continuous process improvement and bridging the gap between Legal, Sales, IT, Finance, and Operations.   If you are a detail-oriented process operator, skilled project executor, and systems-savvy legal industry professional who loves turning manual complexity into streamlined, repeatable workflows, while supporting a variety of legal functions, this role provides the platform to directly shape how our Legal team operates.

Contract Lifecycle Management (CLM) Operational Ownership & Workflow Maintenance Day-to-Day Platform Expert: Serve as the hands-on super-user and daily operator for Ironclad, Medallia’s CLM—handling user access, troubleshooting workflow issues, updating contract templates, and maintaining system health, among other needs. Functional IT Partner: Act as the Legal team’s business lead and liaison to IT; gather user feedback from Legal and other CLM users, define business requirements, and collaborate with IT to test and refine system updates and integrations with other systems and platforms, e.g. Salesforce. Data Organization & Repository Management: Maintain the integrity of our executed contract database, tracking metadata, renewal dates, and key commercial and contract terms to ensure instant searchability and reportability across the organization’s contractual commitments. Request Management: Oversee the daily processing of commercial Legal support tickets in Salesforce, ensuring correct routing and operational visibility for commercial stakeholders. Litigation Support & Departmental Operations Litigation Operations: Execute day-to-day litigation support tasks, including issuing and tracking all litigation matters, reporting on matter status and next steps, managing documents and records associated with each respective matter, coordinating document collection, managing e-discovery workflows, implementing and tracking litigation holds, and partnering with IT, Engineering and other teams to execute litigation related tasks. Records & E-Signature Administration: Administer DocuSign user permissions, oversee data retention policies, and maintain orderly digital filing systems across the department. Process Projects: Execute targeted