The Manager, Commercial Contracting & Customer Support leads and develops a high‑performing team responsible for commercial contracting and customer support operations. This role oversees the full lifecycle of commercial contracts—from strategic offer development and negotiation through contract execution and lifecycle management—while ensuring efficient customer support processes including order entry, contact center management, and customer issue resolution.
The position plays a key role in driving operational excellence, enabling revenue flow across divisions, and supporting commercial strategies and growth initiatives. The manager is responsible for supervising daily operations, managing team performance through defined KPIs, maintaining departmental processes and documentation, and strengthening partnerships with internal stakeholders. This role also focuses on continuous process improvement, team development, and ensuring compliance with company policies and Canadian procurement standards. Fluency in both English and French is required.
Knowledge
- Strong understanding of commercial contract lifecycle management, including contract development, negotiation, execution, and compliance monitoring.
- Knowledge of contract negotiation principles and risk management aligned with company policies and regulatory considerations.
- Familiarity with offer development methodologies and commercial pricing structures.
- Understanding of order management processes, customer support operations, and eCommerce channels.
- Knowledge of Canadian procurement standards, buying groups, and standard healthcare purchasing practices.
- Understanding of customer relationship management (CRM) systems and enterprise data management practices.
- Knowledge of operational performance management including key performance indicators (KPIs), reporting, and business review processes.
- Familiarity with healthcare or medical device industry contracting and commercial practices preferred.
Skills
- Strong leadership and people management skills with the ability to lead, coach, and develop a high‑performing team.
- Advanced contract negotiation, influencing, and stakeholder management skills.
- Excellent verbal and written communication skills in both English and French for internal and external interactions.
- Strong analytical and critical thinking skills to evaluate operational performance and support data‑driven decision making.
- Ability to manage multiple priorities and deadlines in a fast‑paced environment.
- Strong organizational and operational management skills to oversee customer support workflows, contract processes, and escalation management.
- Proficiency in Microsoft Office applications and experience working with ERP and CRM systems.
- Project management and presentation skills with the ability to communicate performance metrics and operational insights to leadership.
- Strong attention to detail to ensure accuracy in contract documentation, order management, and reporting.
Behaviors
- Demonstrates accountability and ownership of outcomes while driving projects and initiatives to completion.
- Leads with a collaborative and team‑focused mindset, promoting engagement, development, and performance.
- Acts with professionalism, integrity, and discretion when managing sensitive or confidential information.
- Proactively identifies opportunities for process improvement and operational efficiency.
- Maintains a solution‑oriented approach when addressing operational challenges and complex issues.
- Builds strong partnerships with internal stakeholders and effectively represents the team within leadership discussions.
- Adapts quickly to changing priorities and business needs while maintaining focus on team performance and customer experience.
Experience
- Bachelor’s degree or equivalent experience required.
- Minimum of 3–5 years of experience managing a commercial contracting, customer support, or similar operational team.
- Demonstrated experience overseeing contract lifecycle management, commercial negotiations, or customer operations.
- Experience managing operational KPIs, performance reporting, and process improvement initiatives.
- Proven experience developing strong customer and stakeholder relationships.
- Experience in healthcare or medical device industry preferred but not required.
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.
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