The Contract Operations Manager will lead the Shared Services Contract Ops team within Business & Product Operations. This team functions as a flexible resource pool that scales to meet peak period volumes and ad-hoc needs across multiple contract workstreams, including Solution Provider, Sponsorship, Support, and other lines of business. The role requires close coordination with workstream leads and managers who own the end-to-end processes for each line of business, ensuring the Shared Services team is effectively deployed, trained, and delivering quality output regardless of which workstream they are supporting.
This manager will oversee direct reports across multiple U.S. locations, including temporary staffing, and will matrix-manage team members in international offices. Success in this role requires strong collaboration with local managers in international sites to jointly support growth, development, and performance management for matrix-managed team members.
Basic Qualifications
• Bachelor's degree or higher in a related field (e.g., Business Administration, Legal Studies, Operations Management, Finance, Economics, Computer Science, etc.) or equivalent combination of education and experience (e.g., paralegal certificate plus additional years of relevant experience)
• 7+ years experience in a contracts-related field such as contract operations, legal operations, sales operations, procurement, or similar.
• 4+ years experience leading a team, including experience managing professionals (e.g., Contract Specialists, Paralegals, Contract Administrators) in a contracts-related discipline.
• Familiarity with ticketing/queue-based workflow systems and capacity planning
• General knowledge of contracting processes and tools sufficient to monitor queues, assess quality, and triage escalations
• Strong written and verbal communication skills with the ability to coordinate across time zones, influence without direct authority, and partner effectively with peer managers
• Proven track record of managing through ambiguity, shifting priorities, and peak volume periods
Preferred Qualifications
• Experience managing a geographically dispersed team, including both direct and matrix-managed reports
• Demonstrated ability to manage flexible/shared resource models that support multiple workstreams or lines of business
• Experience in contract operations, deal desk, or sales operations within a technology or cloud services environment
• Track record of developing talent and building high-performing teams in a shared services or resource pool model
• Data-driven mindset with experience using metrics to balance workload distribution, measure team performance, and inform staffing decisions
• Experience managing temporary or contingent staffing alongside permanent team members
• Comfort operating autonomously while maintaining strong cross-regional and cross-functional partnerships
Key job responsibilities
• Team Leadership: Manage and develop a team of Contract Specialists across multiple U.S. locations, including oversight of temporary staffing resources to meet fluctuating demand
• Matrix Management: Partner with local managers in international offices to co-manage team members, aligning on performance expectations, career development, and day-to-day priorities
• Flex Capacity Management: Strategically deploy team resources across workstreams to respond to peak volumes, ad-hoc requests, and shifting business priorities — balancing coverage without requiring deep expertise in every line of business
• Workstream Coordination: Maintain strong partnerships with workstream leads/managers who own each contract type, ensuring clear handoffs, consistent quality standards, and timely escalation paths
• Queue Monitoring & Escalations: Leverage general contracting knowledge and tooling proficiency to monitor team queues, identify bottlenecks, and address escalations across workstreams
• Operational Excellence: Drive process improvements, standardize workflows, and build repeatable frameworks that enable the team to flex efficiently across diverse contract types
• Communication & Reporting: Translate operational performance data into clear, actionable insights for leadership and cross-functional stakeholders
About the team
About AWS
Diverse Experiences
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