- Company Name
- Hologic, Inc.
- Job Title
- Contracts & Customer Support Manager
- Job Description
-
**Job Title:** Contracts & Customer Support Manager
**Role Summary:**
Lead and develop a cross‑functional team that manages the full commercial contract lifecycle and customer support operations. Drive continuous process improvement, maintain high performance against KPIs, and ensure compliant, efficient execution of contracts and customer interactions in a bilingual (English/French) environment.
**Expectations:**
- Build a high‑performing, engaged team that meets or exceeds operational metrics.
- Foster a culture of ownership, collaboration, and continuous improvement.
- Deliver accurate, timely contract and order processing while mitigating risk.
- Support business growth initiatives by aligning operational excellence with commercial strategy.
**Key Responsibilities:**
- **Team Leadership & Development** – recruit, train, coach, and mentor team members; set clear objectives and performance metrics; advocate for the team with senior management.
- **Commercial Contracting Management** – oversee end‑to‑end contract execution, including offer development, negotiation, amendments, risk assessment, and post‑award lifecycle.
- **Customer Support Operations** – supervise inbound call center activities, group inbox management, order entry escalations, and customer order processing.
- **Process & SOP Management** – develop, update, and enforce SOPs; identify improvement opportunities; implement best practices.
- **KPIs & Operational Excellence** – manage team KPIs, track performance, analyze data to drive continuous improvement.
- **Stakeholder Collaboration** – partner with internal departments (sales, finance, compliance) and external parties to ensure seamless contract and customer support operations.
- **Risk & Compliance** – maintain adherence to applicable procurement standards, including Canadian procurement regulations.
**Required Skills:**
- Leadership and people management.
- Contract lifecycle management and negotiation.
- Risk assessment and mitigation.
- Process improvement (Lean, Six Sigma principles preferred).
- Bilingual communication (English and French).
- Strong written and verbal communication.
- Customer service and call‑center operations experience.
- Proficiency with contract and order‑entry software, CRM systems, and data analysis tools.
- Ability to thrive in a fast‑paced, cross‑functional environment.
**Required Education & Certifications:**
- Bachelor’s degree in Business, Supply Chain, Law, or related field.
- Professional certifications in Contract Management (e.g., CCMA, CPM) or Procurement (e.g., CPSM, CSCP) preferred.
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