Job Information
Hologic Contracts & Customer Support Manager in Toronto, Ontario
Contracts & Customer Support Manager
Toronto, ON, Canada
Hologic 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
Drive team engagement
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
Support new technology implementation initiatives
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.
Car Allowance
Opportunities for professional growth and development.
Supportive and collaborative work environment. Why join Hologic?
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.