Job title: Manager, Commercial Contracting & Customer SupportDepartment: COMMERCIAL OPERATIONSBusiness Unit: CORPORATEReports to: Manager, Contract Performance & Sales SupportLocation: CanadaRole OverviewLead and build a high performing teamLead training and development of team membersOversee and support day-to-day activities of the Commercial Contracting and Customer Support TeamsManage Team KPIs and drive operational excellenceManage and maintain departmental SOPs and documentsStrengthen and maintain strategic partnerships with internal departmentsDemonstrate leadership behavior and company valuesHologic, 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, cutting-edge 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 SureThe 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 DESCRIPTIONThe incumbent may be asked to perform other function-related activities in addition to the below mentioned responsibilities as reasonably required by business needs.Team ManagementLead, manage, and coach a highly engaged teamManage and support team development by developing and supporting individual development plans with team membersCoach and mentor emerging top talentSupport new talent selection and training of new team membersDrive employee achievements through setting and supporting realistic individual and team goals aligned with company strategies and targets, using appropriate and clear metrics to measure performanceRepresent and advocate for team with management teamOversee day-to-day activitiesSupervise day-to-day Customer Support operations including call center activities, group inbox management, and order entry escalationsSupervise day-to-day Commercial Contracting activities including quote and amendment requests, group inbox management, and risk-assessment escalationsManage order entry processes: ensure attention to detail and accuracy, timeliness, and monitor adherence to company policiesManage phone metrics and quality standardsManage commercial quoting processes: develop and maintain contract templates, respect internal and external deadlines, and ensure adherence to company policies and requirementsManage contract compliance: review and oversee contract compliance management and rebate/reporting requirementsManage contract negotiation process: update and maintain contract negotiation guidelines with management team and ensure team understanding and adherence to company policiesServe as subject matter expert for all contracting and customer support daily activities and functionsSupport new product introductions: ensure product code setup and operational preparedness prior to commercializationSupport recalls and end of life initiatives: review relevant contract language with team and work with commercial team to execute on contractual requirementsDetermine objectives, set priorities, and delegate work with clarity and efficiencyGuide team through critical events as neededProvide back-up support and redundancy as neededPerform other tasks as assigned by managerManage Team KPIs and drive operational excellenceSet clear KPIs with team members and review on an annual basisManage 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 dataMaintain 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 KPIsPrepare reports and presentations for manager and/or leadership team as requiredManage and maintain departmental SOPsMaintain departmental SOPs and all other related documentationLeverage available technology to drive further process efficiency and accuracyCollaborate with internal stakeholders and implement process changes to improve operational efficiency and reduce costsMaintain shared and external folders and recordsStrengthen and maintain strategic partnerships with internal departmentsDevelop and maintain strong relationships with commercial leadership team by meeting regularly to discuss team performance, challenges,



and areas for improvementDevelop and maintain strong relationships with internal department leadersWork with internal stakeholders prior to any process changes that may impact othersPartner with the commercial salesforce to support commercial strategyKNOWLEDGE, SKILLS, AND BEHAVIORSKnowledgeExcellent understanding of commercial contracts, negotiation principles and risk management strategies based on company policiesAdvanced knowledge of offer development methodologiesStrong understanding of order management processes and experience with eCommerce channelsIn depth knowledge of Canadian procurement practices, buying groups, and standard business practicesProficiency in CRM systems and advanced data management practicesDeep understanding of business review processes, team key performance indicators and relationship managementExperience in the medical device or healthcare industry strongly preferredSkillsStrong leadership and communication skills with solid business acumenProven ability to create and execute on individual and team goalsPassion for coaching and developing direct reportsExceptional verbal and written communication in English and French for internal and external stakeholders as well as leadership engagementAdvanced contract negotiation and influencing skillsStrong analytical and critical thinking skillsExcellent attention to detail to ensure accuracyProficiency in Microsoft Office, ERP systems and CRM managementStrong ability to anticipate and adjust to changing priorities, demonstrating positive change management skillsDemonstrated ability to meet deadlines under pressureAbility to thrive in a fast-paced environment with competing prioritiesDemonstrated project management and presentation skillsBehaviorsTakes initiative, is decisive and accountableOwnership of outcomes and driving projects to completionLeadership mindset with natural ability to focus on team engagement and developmentHigh degree of professionalism, integrity and discretion in handling confidential sensitive informationStrong leadership presence with the ability to influence, negotiate, and build consensusA solution-driven approach when faced with challengesA team player mindsetQUALIFICATIONS AND EDUCATIONBachelor’s degree or equivalentEXPERIENCEMinimum of 3-5 years’ experience managing a commercial contracts and/or customer support teamProven experience in customer management relationshipsBackground in healthcare or medical devices preferred but not mandatoryWhat 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-LW1Hologic is proud to be an equal opportunity employer.#J-18808-Ljbffr

📌 Contracts & Customer Support Manager - C$92,700 - C$154,500 A Year (Winnipeg)
🏢 Hologic
📍 Winnipeg