Legal Operations Manager at Medallia in US-VA-McLean

Job description

• 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.
• 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.

Responsibilities

• 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 operational initiatives, such as building user guides, organizing corporate records, or helping evaluate future point solutions (e.g., entity management).
• Outside Counsel and Legal Spend/Invoice Management: Manage and maintain the Legal department’s relationship with outside counsel from an administrative and operational perspective, and own the processing of outside counsel invoices, in collaboration with Legal leadership and relevant stakeholders.
• Ad Hoc Projects, Systems Execution & Operational Metrics
• Special Projects & Cross-Functional Initiatives: Own and execute ad hoc operational projects as they arise across Legal and business teams—ranging from forming and managing project plans for complex cross-functional projects, corporate record cleanups and workflow fixes to cross-departmental process rollouts.
• New System Implementations: Support the evaluation, testing, and rollout of future legal technologies and software (e.g., entity management, litigation tracking, and/or compliance tools) as the legal tech stack evolves.
• User Training & Enablement: Create practical training materials, FAQs, and quick-reference guides to help Sales, Legal, and cross-functional teams navigate Ironclad,Salesforce, and other workflows effortlessly.
• Operational Reporting & Tracking: Track and report on core team metrics—such as contract cycle times, request volumes, and litigation status—providing Legal leadership with clear line-of-sight into operational performance.

Requirements

• 4 years of hands-on experience in Legal Operations, Legal Project Support, or Commercial Operations within a corporate legal department.
• CLM Operations: At least 2 years of direct, hands-on administrative or super-user experience running and maintaining Ironclad.
• Litigation Support Execution: Demonstrated experience in litigation support, tracking matters and legal compliance, e-discovery and document collection, executing litigation holds, and coordinating with IT/Engineering teams for technical execution of litigation requirements.
• Cross-Functional Execution: Proven track record of independently running cross-departmental operational projects (e.g., complex projects, system rollouts, process updates, user training) without requiring direct reports.
• Matter and File Management: Ability to independently organize and manage the global Legal department’s files and records, electronic and hard copy.
• Education: Bachelor’s Degree (B.A./B.S.) from an accredited institution.
• Salesforce & DocuSign: Experience using Salesforce for intake/ticketing and managing enterprise DocuSign settings.
• Litigation & E-Discovery Tools: Familiarity with e-discovery platforms (e.g., Relativity, Logikcull, Everlaw, Casepoint) or third-party discovery vendors.
• Scale Experience: Operational experience within a mid-sized, fast-paced B2B SaaS legal department.
• Project Skills: Formal training or practical experience in project management frameworks, process mapping, or workflow documentation.

Skills

Required

• Cross-functional project execution
• Matter and file management
• Operational reporting and tracking

Preferred

• Salesforce (intake/ticketing)
• DocuSign (enterprise settings)

Benefits

• Medallia also offers competitive health and wellness benefits, including but not limited to medical, dental, vision, 401(k), short-term and long-term disability, life and AD&D insurance, statutory leaves, paid parental leave, and paid holidays. Benefits and eligibility may vary by location and role.
• Medallia is committed to equal pay and transparency. The annual base salary range for this position is $97,500 - $140,000 USD. Please note that the salary range information provided is a general guideline and combines all of the distinct labor markets within the US. It is uncommon for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on a variety of factors. Medallia considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, candidate’s work location, education/training, key skills, internal peer equity, external market data, as well as, market and business considerations when making compensation decisions.