Contracts & Customer Support Manager

Hologic, Inc.; Toronto; On-site; CAD 92,000 - 155,000; Full time

Job summary

A leading healthcare technology company is seeking a Manager for Commercial Contracting & Customer Support in Toronto, Canada. The role involves overseeing team performance, managing day-to-day operations, and driving excellence in service delivery. The ideal candidate will have a Bachelor’s degree and 3-5 years of experience in a leadership role, with fluency in English and French. This position offers competitive compensation and opportunities for professional growth.

Benefits

Competitive salary with performance-based incentives

Comprehensive benefits package including health, dental, and vision coverage

Opportunities for professional growth and development

Qualifications

• 3-5 years’ experience managing a commercial contracts and/or customer support team required.
• Fluency in English and French mandatory.
• Background in healthcare or medical devices preferred.

Responsibilities

• Lead and build a high performing team.
• Oversee day-to-day activities of customer support operations.
• Manage Team KPIs and drive operational excellence.

Skills

Leadership

Communication

Analytical Skills

Contract Negotiation

Attention to Detail

Education

Bachelor’s degree or equivalent

Tools

Microsoft Office

CRM systems

ERP systems

Job description

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 to aid in biomedical research. Hologic is also a leader in the development, manufacturing and sales of 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 the lives of people across the globe through the early detection of disease, improved diagnosis, and less invasive treatments.

None of this would be possible without the talent and passion of our employees. Together, our expertise and dedication to developing and sharing more robust, science-based certainty drives our global presence and a promising pipeline that responds to the unmet health and wellness needs of women, families, and communities.

Our company believes that people are our greatest asset and only by recruiting, hiring, developing, and retaining the most talented employees can we continue to be successful. Our work atmosphere is stimulating, innovative and customer focused. We provide employees with state-of-the art tools and technology, a collaborative and passionate work environment, and the ability to make a dramatic difference in the world of healthcare.

We are rapidly growing and yet we have never been more focused – on our people, on our growth, on our future. There has never been a more exciting time in our company’s history.

Our Purpose – We enable healthier lives, everywhere, every day.

Our Passion – Become global champions for women's health.

>Our Promise – The Science of Sure

The Manager, Commercial Contracting & Customer Support is responsible for overseeing day-to-day activities of the Commercial Contracting and Customer Support team and supporting key company initiatives while driving operational efficiency and enabling the flow of revenue into the organization cross-divisionally. The Commercial Contracting team is responsible for executing the full lifecycle of commercial contracts, from strategic offer development and negotiation through to contract execution and past-award contract lifecycle management. The Customer Support team is responsible for the management of both internal and external customer order entries, inbound contact center management, and maintaining high performance levels of call quality and customer service performance. The Manager, Commercial Contracting & Customer Support will lead ongoing team development and process improvements, building best-in-class support for Hologic’s overarching commercialization strategies and growth initiatives. This position relies on excellent verbal and written communication skills, proficiency in software tools, and excellent organizational skills.

The ideal candidate will bring strong focus on continuous process improvement and team development. This person will lead their team while providing operational support, negotiation and risk-assessment capabilities, and knowledge of Canadian procurement standards. Fluency in English and French is required.

ROLE DESCRIPTION

The incumbent may be asked to perform other function-related activities in addition to the below mentioned responsibilities as reasonably required by business needs.

Team Management

• Lead, manage, and coach a highly engaged team
• Manage and support team development by developing and supporting individual development plans with team members
• Coach and mentor emerging top talent
• Support new talent selection and training of new team members
• Drive employee achievements through setting and supporting realistic individual and team goals aligned with company strategies and targets, using appropriate and clear metrics to measure performance
• Represent and advocate for team with management team

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 quote and amendment requests, group inbox management, and risk-assessment escalations
• Manage order entry processes: ensure attention to detail and accuracy, timeliness, and monitor adherence to company policies
• Manage phone metrics and quality standards
• Manage commercial quoting processes: develop and maintain contract templates, respect internal and external deadlines, and ensure adherence to company policies and requirements
• Manage contract compliance: review and oversee contract compliance management and rebate/reporting requirements
• Manage contract negotiation process: update and maintain contract negotiation guidelines with management team and ensure team understanding and adherence to company policies
• Serve as subject matter expert for all contracting and customer support daily activities and functions
• Support new product introductions: ensure product code setup and operational preparedness prior to commercialization
• Support recalls and end of life initiatives: review relevant contract language with team and work with commercial team to execute on contractual requirements
• Determine objectives, set priorities, and delegate work with clarity and efficiency
• Guide team through critical events as needed
• Provide back-up support and redundancy as needed
• Perform other tasks as assigned by manager

Manage Team KPIs and drive operational excellence

• Set clear KPIs with team members and review on an annual basis
• Manage team KPI metrics: run reports of established team metrics for quote turnaround times, price management turnaround times, pricing discrepancy resolution time, call quality scores, OTIF data
• Maintain team KPI metrics: review team metrics quarterly and develop and implement changes as needed to maintain KPI results and deliver consistent levels of performance in line with KPIs
• Prepare reports and presentations for manager and/or leadership team as required

Manage and maintain departmental SOPs

• Maintain departmental SOPs and all other related documentation
• Leverage available technology to drive further process efficiency and accuracy
• Collaborate with internal stakeholders and implement process changes to improve operational efficiency and reduce costs
• Maintain shared and external folders and records
• Strengthen and maintain strategic partnerships with internal departments
• Develop and maintain strong relationships with commercial leadership team by meeting regularly to discuss team performance, challenges, and areas for improvement
• Develop and maintain strong relationships with internal department leaders
• Work with internal stakeholders prior to any process changes that may impact others

Partner with the commercial salesforce to support commercial strategy

KNOWLEDGE, SKILLS, AND BEHAVIORS

Knowledge

• Excellent understanding of commercial contracts, negotiation principles and risk management strategies based on company policies
• Advanced knowledge of offer development methodologies
• Strong understanding of order management processes and experience with eCommerce channels
• In depth knowledge of Canadian procurement practices, buying groups, and standard business practices
• Proficiency in CRM systems and advanced data management practices
• Deep understanding of business review processes, team key performance indicators and relationship management
• Experience in the medical device or healthcare industry strongly preferred

Skills

• Strong leadership and communication skills with solid business acumen
• Proven ability to create and execute on individual and team goals
• Passion for coaching and developing direct reports
• Exceptional verbal and written communication in English and French for internal and external stakeholders as well as leadership engagement
• Advanced contract negotiation and influencing skills
• Strong analytical and critical thinking skills
• Excellent attention to detail to ensure accuracy
• Proficiency in Microsoft Office, ERP systems and CRM management
• Strong ability to anticipate and adjust to changing priorities, demonstrating positive change management skills
• Demonstrated ability to meet deadlines under pressure
• Ability to thrive in a fast-paced environment with competing priorities
• Demonstrated project management and presentation skills

Behaviors

• Takes initiative, is decisive and accountable
• Ownership of outcomes and driving projects to completion
• Leadership mindset with natural ability to focus on team engagement and development
• High degree of professionalism, integrity and discretion in handling confidential sensitive information
• Strong leadership presence with the ability to influence, negotiate, and build consensus
• A solution-driven approach when faced with challenges
• A team player mindset

QUALIFICATIONS AND EDUCATION

• Bachelor’s degree or equivalent

EXPERIENCE

• Minimum of 3-5 years’ experience managing a commercial contracts and/or customer support team
• Proven experience in customer management relationships
• Background in healthcare or medical devices preferred but not mandatory

What We Offer:

• Competitive salary with performance-based incentives.
• Comprehensive benefits package including health, dental, and vision coverage.
• Opportunities for professional growth and development.

Supportive and collaborative work environment.

• We are committed to making Hologic the destination for top talent. For you to succeed, we want to enable you with the tools and knowledge required and so we provide comprehensive training when you join as well as continued development and training throughout your career.

Additional Info:

The annualized base salary range for this role is $92,700 to $154,500 and is bonus eligible. Final compensation packages will ultimately depend on factors including relevant experience, skillset, knowledge, geography, education, business needs and market demand.

Agency and Third-Party Recruiter Notice:

Agencies that submit a resume to Hologic must have a current executed Hologic Agency Agreement executed by a member of the Human Resource Department. In addition, Agencies may only submit candidates to positions for which they have been invited to do so by a Hologic Recruiter. All resumes must be sent to the Hologic Recruiter under these terms or they will not be considered.

• Hologic, Inc. is proud to be an Equal Opportunity Employer inclusive of disability and veterans.
• #LI-LW1

Hologic is proud to be an equal opportunity employer.