Job Specifications
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
About the Company
We're an innovative medical technology company whose purpose is to enable healthier lives everywhere, every day. While we discover and develop groundbreaking products and services that benefit everyone, we are especially passionate about those that advance women's health and well-being. This allows us to be a company that prospers, grows and empowers women to experience healthier lives.
None of this would be possible without the talent, skills and aspirations of our employees. Their expertise and dedication to developing an...
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