Contracts & Customer Support Manager - Toronto - Hologic, Inc.

Description

Overview

Job title: Manager, Commercial Contracting & Customer Support

Department: COMMERCIAL OPERATIONS
Business Unit: CORPORATE
Reports to: Manager, Contract Performance & Sales Support
Location: Canada

Role Overview: Lead and build a high performing team; lead training and development of team members; oversee and support day-to-day activities of the Commercial Contracting and Customer Support Teams; manage team KPIs and drive operational excellence; manage and maintain departmental SOPs and documents; strengthen and maintain strategic partnerships with internal departments; demonstrate leadership behavior and company values.

Hologic, Inc. is a leading developer, manufacturer and supplier of premium molecular diagnostic products and services that are used to diagnose human diseases, screen donated human blood and aid in biomedical research. Hologic is also a leader in medical imaging systems and biopsy devices as well as surgical and treatment products, with an emphasis on serving the healthcare needs of women. Our business is dedicated to impacting lives through early detection, improved diagnosis, and less invasive treatments.

Our company believes that people are our greatest asset and that recruiting, hiring, developing, and retaining talented employees is essential for success. We provide a stimulating, innovative and customer focused work environment with state-of-the-art tools and technology, and opportunities to make a difference in healthcare.

Purpose and scope: The Manager, Commercial Contracting & Customer Support oversees day-to-day activities of the teams and supports key company initiatives while driving operational efficiency and revenue flow cross-divisionally. The Commercial Contracting team handles the full lifecycle of commercial contracts from strategy and negotiation to execution and lifecycle management. The Customer Support team manages internal and external customer order entries, inbound contact center management, and maintains high performance in call quality and customer service. The role leads ongoing team development and process improvements to support commercialization strategies and growth. Strong verbal and written communication, software proficiency, and organization are required.

Language: Fluency in English and French is required.

Role Description

The incumbent may be asked to perform other function-related activities as reasonably required by business needs.

Team Management

• Lead, manage, and coach a highly engaged team
• Drive team engagement
• Support team development with individual development plans
• Coach and mentor emerging top talent
• Support new talent selection and training
• Drive achievements through goals aligned with company strategies; use clear metrics to measure performance
• Represent and advocate for the team with management

Oversee day-to-day activities

• Supervise day-to-day Customer Support operations including call center activities, group inbox management, and order entry escalations
• Supervise day-to-day Commercial Contracting activities including quotes, amendments, group inbox management, and risk escalations
• Manage order entry processes with attention to detail, timeliness, and policy adherence
• Manage phone metrics and quality standards
• Manage commercial quoting processes: contract templates, deadlines, and policy compliance
• Manage contract compliance: review and oversee compliance and rebate/reporting
• Manage contract negotiation process: update guidelines and ensure adherence
• Serve as subject matter expert for contracting and customer support activities
• Support new product introductions and product code setup
• Support recalls and end-of-life initiatives: review contract language and coordinate with commercial team
• Set objectives, priorities, and delegate with clarity
• Guide team through critical events and provide back-up support as needed
• Perform other tasks as assigned by manager

Manage Team KPIs and drive operational excellence

• Set clear KPIs with team members and review annually
• Track and report on quoting turnaround times, price management turnaround times, pricing discrepancy resolution, call quality, and OTIF data
• Review metrics quarterly and implement changes to maintain performance
• Prepare reports and presentations for manager or leadership as required

Manage and maintain departmental SOPs

• Maintain SOPs and related documentation
• Leverage technology to enhance efficiency and accuracy
• Support new technology implementation initiatives
• Collaborate with internal stakeholders and implement process changes to reduce costs
• Maintain shared and external folders and records
• Strengthen partnerships with internal departments
• Engage with commercial leadership regularly to review performance and improvements
• Develop relationships with internal department leaders
• Collaborate before process changes that affect others
• Partner with the commercial salesforce to support strategy

Knowledge, Skills, and Behaviors

Knowledge:

• Understanding of commercial contracts, negotiation, and risk management per company policies
• Advanced knowledge of offer development methodologies
• Strong understanding of order management processes and eCommerce
• Knowledge of Canadian procurement practices and standards
• Proficiency in CRM systems and data management
• Understanding of business review processes and KPI management
• Experience in the medical device or healthcare industry is preferred

Skills:

• Strong leadership and communication with business acumen
• Ability to set and pursue individual and team goals
• Coaching and development mindset
• Excellent bilingual communication (English and French) for stakeholders and leadership
• Advanced contract negotiation and influencing skills
• Analytical and critical thinking
• Attention to detail and accuracy
• Proficiency in Microsoft Office, ERP, and CRM systems
• Adaptability to changing priorities and change management
• Ability to meet deadlines under pressure
• Thrives in fast-paced environments with competing priorities
• Project management and presentation skills

Behaviors:

• Initiative, decisiveness and accountability
• Ownership of outcomes; drive to completion
• Leadership mindset focused on team engagement and development
• Professionalism, integrity and discretion with confidential information
• Strong leadership presence to influence and build consensus
• Solution-driven approach to challenges
• Team player mindset

Qualifications and Education

• Bachelor's degree or equivalent

Experience

• Minimum 3-5 years' experience managing a commercial contracts and/or customer support team
• Proven experience in customer management relationships
• Healthcare or medical devices background preferred but not mandatory

What We Offer

• Competitive salary with performance-based incentives
• Comprehensive benefits package including health, dental, and vision
• Car allowance
• Opportunities for professional growth and development
• Supportive and collaborative work environment

Why join Hologic?

• We are committed to making Hologic a destination for top talent, with comprehensive training and ongoing development
• Additional Info:
• The annual base salary range for this role is $92,700 to $154,500 and is bonus eligible. Final compensation depends on experience, skillset, geography, education, business needs and market demand.
• Agency and third-party recruiter notice: Agencies must have a current Hologic Agency Agreement and be invited by a Hologic Recruiter. Resumes submitted under these terms only will be considered.
• Hologic is proud to be an Equal Opportunity Employer inclusive of disability and veterans.

Hologic is proud to be an equal opportunity employer.