Bilingual Customer Service Manager (Medical Device)
Are you a bilingual leader fluent in French and English who is energized by driving operational excellence and leading high-performing teams? Our client is seeking a Bilingual French Manager, Commercial Contracting and Customer Support to oversee contract lifecycle management and customer support operations while enabling revenue growth across divisions.
This is an existing vacancy with immediate availability. If you are passionate about continuous improvement, team development, and commercial strategy, this is an exciting opportunity to take your leadership career to the next level.
What You’ll Do
In this pivotal leadership role, you will guide both the Commercial Contracting and Customer Support teams, ensuring seamless contract execution, exceptional customer service, and operational efficiency. You will play a key role in supporting commercialization strategies, optimizing processes, and strengthening cross-functional partnerships.
Responsibilities
Team Leadership and Development
• Lead, coach, and develop a highly engaged team
• Drive team performance through clear goals, KPIs, and structured development plans
• Mentor emerging talent and support recruitment and onboarding
• Represent and advocate for the team with senior leadership
Operational Oversight
• Oversee daily customer support operations including order entry, call quality, and inbox management
• Supervise commercial contracting activities including quotes, amendments, and risk assessment escalations
• Ensure accuracy, compliance, and adherence to internal policies
• Manage contract templates, negotiation guidelines, and compliance requirements
• Serve as subject matter expert for contracting and customer support functions
• Support new product launches, recalls, and lifecycle initiatives
• Delegate effectively and guide the team through critical business events
Performance Management and Reporting
• Establish and monitor team KPIs including turnaround times, pricing accuracy, call quality, and fulfillment metrics
• Analyze performance data and implement process improvements
• Prepare reports and presentations for leadership
Process Improvement and Strategic Collaboration
• Maintain and enhance departmental SOPs and documentation
• Leverage technology to improve efficiency and accuracy
• Partner with commercial leadership and internal stakeholders to strengthen processes
• Support new system implementations and cross-functional initiatives
• Contribute to commercial strategy by aligning contracting and customer support operations with revenue goals
Qualifications
• Bachelor’s degree or equivalent experience
• 5 to 7 years of experience managing customer support teams
• Strong expertise in contract negotiation, risk management, and procurement practices
• In-depth knowledge of order management processes and CRM systems
• Exceptional verbal and written communication skills in both French and English
• Proven leadership experience with a passion for coaching and developing talent
• Strong analytical, organizational, and project management skills
• Experience in healthcare or medical device environments is an asset
Benefits
• Competitive base salary of $95,700 to $120,000 annually, plus performance-based incentives
• Comprehensive health, dental, and vision coverage
• Ongoing professional development and leadership training
• Supportive and collaborative team environment
• Opportunity to influence strategic initiatives and drive measurable impact
Why Work with Us
Our client is committed to building a destination workplace for top talent. You will receive comprehensive onboarding, leadership development resources, and ongoing training to support your continued growth. This role offers visibility, strategic influence, and the opportunity to shape best-in-class commercial contracting and customer support operations within a growth-oriented organization.
If you are ready to lead with impact, elevate team performance, and contribute to a dynamic commercial strategy, we encourage you to apply.
Disclosure: “Bilingual Source uses artificial intelligence (AI) technology to assist in screening and assessing applicants for this position. This technology helps us match your unique language skills and professional experience with the specific needs of our clients. Final hiring and interview decisions continue to be made by our human recruitment experts.”
Vacancy: This is an existing vacancy with immediate availability. Our client is currently seeking Bilingual French Manager, Commercial Contracting and Customer Support.