Senior Customer Operation Representative - Contracts & Pricing Specialist

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Job Type

Full-time

Description

AVITA Medical is a therapeutic acute wound care company focused on transforming how patients heal. We develop and deliver innovative technologies that harness the body's own healing capabilities to accelerate recovery and improve clinical outcomes.

Our flagship technology, RECELL, uses a patient's own skin to create Spray-On Skin at the point of care, enabling faster healing for patients with serious wounds, including burns and trauma. In the U.S., we also bring forward advanced wound care solutions such as Cohealyx and Permea Derm, expanding our ability to support clinicians across the continuum of care.

At AVITA Medical, we are united by a shared purpose: to help patients heal faster - and to make a meaningful difference when it matters most.

Position Summary

The Senior Customer Operations Specialist - Contracts & Pricing serves as the operational owner of specialized commercial processes that support revenue execution, pricing administration, contract implementation, international distributor operations, consignment administration, GPO reporting, rebate administration, and customer account management across AVITA Medical.

This senior-level individual contributor role requires advanced operational expertise, strong business acumen, independent judgment, and the ability to lead complex cross-functional initiatives with minimal supervision. The position is accountable for ensuring approved commercial terms, pricing structures, customer agreements, distributor operations, and consignment programs are accurately implemented, maintained, and executed across systems and departments.

Key Responsibilities

* Manage customer order management, account inquiries, pricing requests, and fulfillment coordination, ensuring accurate execution and high levels of customer satisfaction.

* Coordinate with internal teams to resolve customer, order, and account issues, ensuring timely communication and resolution.

* Act as the primary escalation point for complex customer operations, pricing, and contract issues, providing guidance to team members and recommending solutions to management.

* Contracts & Pricing Administration

* Lead the execution of enterprise pricing initiatives, including annual price increases, GPO pricing updates, contracted account pricing, hospital system pricing, distributor pricing, and account-specific pricing programs.

* Own the end-to-end implementation, maintenance, validation, and auditing of pricing updates across Salesforce, ERP, CRM, and related systems, ensuring pricing accuracy, data integrity, and alignment with approved commercial agreements.

* Serve as the primary business resource and decision-maker for pricing implementation, contract administration, account-specific pricing structures, GPO pricing, rebate administration, and related commercial operations processes.

* Independently evaluate pricing requests, contract requirements, account structures, operational impacts, and implementation risks to determine the appropriate course of action within established company policies and authorization guidelines.

* Lead cross-functional coordination with Corporate Accounts, Sales Operations, Finance, Legal, and Customer Operations to drive successful implementation of pricing initiatives, contract amendments, commercial programs, and account-specific requirements.

* Own contract administration activities, including execution tracking, renewal management, amendment coordination, documentation oversight, operational implementation, and ongoing compliance monitoring of approved agreements.

* Lead investigation and resolution of complex pricing, contract, rebate, and reporting issues that may impact revenue realization, customer experience, compliance, or operational performance.

* Own the creation, maintenance, reconciliation, and analysis of monthly and quarterly GPO, hospital system, rebate administration, and pricing reports to support operational execution and financial accuracy.

* Lead continuous improvement initiatives across pricing, contracts, reporting, and customer operations by identifying process gaps and implementing scalable solutions that improve accuracy, compliance, efficiency, and customer experience.

Customer Operations & Commercial Support

* Serve as the subject matter expert for contracts, pricing, and commercial processes, providing guidance to internal stakeholders and supporting execution of business initiatives.

* Manage customer accounts, order processing, and account-related inquiries, ensuring compliance with pricing, contract terms, and operational requirements.

* Lead resolution of customer complaints, product returns, replacements, and domestic and international Return Material Authorizations (RMAs) in accordance with company procedures and quality requirements.

* Own Customer Operations activities related to international distributor onboarding, operational support, and international RMA administration, serving as the primary operational contact for…