Manager, Post-Acquisition Operations

THE ROLE

Reporting to the Director, Acquisitions & Integrations, the Manager, Post-Acquisition Operations, is responsible for managing the daily operational processes of acquired businesses through the post-close and integration hypercare period focusing on the HearingLife operating model. They are accountable for providing leadership, training and coaching to the acquired team to execute all company strategies effectively and be role models of our mission statement – “Helping more people hear better”.

SUCCESS CRITERIA

To be successful in this role, the Manager, Post-Acquisition Operations will demonstrate expertise in the following key areas:

• Acquisition, Integrations, and Operations Management: Successfully lead and manage the acquired clinic through the post-close and integration period with a focus on transition and adoption of HearingLife policies and procedures (25%)
• Sales Leadership: Drive revenue growth and achieve sales targets through effective sales strategies and team leadership (25%)
• Team Development: Build and develop a high-performing team, foster a positive and inclusive work environment, and provide ongoing coaching and mentorship to team members(40%)
• Client Focus: Ensure exceptional client service and satisfaction throughout the acquisition and integration process (10%)

KEY RESPONSIBILITIES

Management

• Working with the Acquisitions and Integrations Team, review information obtained through due diligence to identify operational differences to be addressed in the integration process and hyper care phase of acquisition
• Provide hyper care to newly acquired clinic staff and ensure they are supported in all clinic operational aspects and act as a primary point of care and support
• Build strong relationships with acquired owners, employees, and stakeholders, fostering a sense of value, acceptance and belonging
• Participate in implementation comprehensive integration plans, focusing on staffing, operations and financial transitions

Sales Management

• Drive clinic sales performance by optimizing schedules, analyzing key performance indicators (KPIs), and identifying areas for improvement
• Conduct regular clinic visits to provide coaching, address challenges, and ensure operational effectiveness
• Develop and execute client outreach programs to increase clinic traffic and build strong relationships with affinity partners
• Oversee inventory management processes to maintain accurate and timely records

People Management & Development

• Lead, mentor, and develop a high-performing team through coaching, performance reviews, and ongoing training
• Recruit, interview, and hire top talent to support business growth
• Develop and implement employee onboarding plans to ensure a smooth and successful transition for new hires
• Foster a positive and inclusive work environment that promotes employee engagement and motivation
• Manage employee performance, address concerns, and ensure compliance with all relevant HR policies
• Manage employee time cards, time off, and other ADP functions

Client Experience

• Champion a strong client-centric culture within the region
• Ensure all clinics deliver exceptional customer service experiences that exceed client expectations
• Serve as a product ambassador, ensuring all clinic teams have the knowledge and skills to effectively communicate product information to clients

REQUIREMENTS, EXPERIENCE & CONSIDERATIONS

• Ability to Travel 20-30% depending on the needs of the business, and work within cross Canada time zones
• University/College Degree in a relevant field
• Minimum 7 years in the hearing healthcare industry
• Experience working as a registered and licensed hearing healthcare dispenser
• 5+ years’ experience leading dispersed teams in multiple clinical locations required
• In depth knowledge of mergers and acquisition processes and best practices (acquisition experience required/mandatory, project management and integration experience a strong asset)
• Accounting and/or bookkeeping experience including experience with Sage and/or Quickbooks a strong asset
• Excellent communication and interpersonal skills, including the ability to coach and mentor staff
• Proven leadership skills with the ability to motivate, guide, and resolve conflicts within the team
• Strong analytical skills with the ability to analyze data and make informed business decisions
• Proficiency in Asana, Microsoft Excel, Teams, PowerPoint, & other MS suite of applications
• Excellent organizational and time management skills with a focus on meeting deadlines
• Passionate, committed, results-oriented, and a strong work ethic

REQUIRED BEHAVIOURS:

The incumbent is required to behave in accordance with our Demant Values:
We create trust – We value the opinions of our customers and colleagues. We promote a work environment based on inclusion, honesty, integrity and respect. We always keep our promises.
We are team players – We collaborate and network effectively across the whole organization. We take initiative and help each other to achieve our ambitious goals.
We create innovative solutions – We challenge ourselves to improve and find new, value-adding solutions. We are curious to share ideas and insights to increase our collective innovativeness.
We apply a can-do-attitude – We always look for opportunities to win the business and do our best to add value to our customers. We find solutions and act.

EQUAL OPPORTUNITIES / ACCOMODATIONS

At HearingLife Canada, we’re committed to fostering an inclusive and diverse workplace. HearingLife Canada is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Should you require an accommodation throughout the interview process please do not hesitate to reach out to a member of our Talent Acquisition team today.

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