DIRECTOR, QUALITY & COMPLIANCE - HYBRID

Green Shield Canada (GSC); Canada; On-site; CAD 150,000 - 210,000; Full time

Job summary

GreenShield Pharmacy in Canada seeks a Director of Compliance, Quality & Patient Safety to lead the quality, compliance, audit-readiness, and patient-safety framework across its integrated operations, including specialty, digital pharmacy, patient support programs, nursing/infusion clinics, wholesale, logistics, and distribution.

The role drives the development and maturity of the Quality Management System, SOP governance, incident reporting, CAPA, and audit management to ensure regulatory

Qualifications

• Undergraduate degree in pharmacy, nursing, health sciences, life sciences, healthcare administration, quality management, business, or a related field.
• Professional background in healthcare, pharmacy, patient support program operations, quality, compliance, patient safety, regulatory affairs, or regulated operations.
• 7+ years of progressive experience in quality, compliance, pharmacy operations, healthcare operations, patient support programs, nursing/infusion operations, specialty pharmacy, regulated distribution, logistics, or a related regulated environment.
• Experience with SOP governance, audit readiness, incident management, CAPA, training governance, quality systems, or compliance oversight.
• Strong working knowledge of quality management systems, SOP governance, document control, incident reporting, root-cause analysis, CAPA, change control, training governance, audit readiness, and patient-safety frameworks.
• Knowledge of regulated healthcare, pharmacy, specialty pharmacy, patient support programs, nursing/infusion, wholesale, logistics, or distribution environments, including the operational realities of frontline teams.
• Understanding of applicable regulatory, professional, contractual, manufacturer, pharmacovigilance, AE/PQC, privacy-related, accreditation, and internal governance requirements, including OCP and Health Canada expectations where applicable.
• Knowledge of LMS administration, role-based training programs, training records, competency documentation, SOP acknowledgement processes, and audit evidence requirements.

Responsibilities

• Own and mature the Quality Management System across pharmacy, patient programs, nursing/infusion, wholesale, logistics, and distribution, ensuring quality standards are translated into practical day-to-day operating procedures.
• Provide governance over SOPs, policies, work instructions, operational workflows, document control, versioning, review cycles, approvals, change management, archiving, and audit retrieval.
• Lead the training governance framework, including LMS oversight, role-based training requirements, training records, SOP acknowledgements, and learning documentation to ensure teams are trained, compliant, and operating consistently.
• Lead the organization’s audit-readiness framework and support internal audits, external audits, inspections, accreditation activities, and partner reviews.
• Ensure operational practices align with applicable OCP, Health Canada, DEL/wholesale, manufacturer, PSP, pharmacovigilance, AE/PQC, privacy-related, contractual, and internal governance requirements.
• Coordinate audit responses, remediation plans, evidence packages, reconciliation requirements, quality checks, and follow-up actions through to closure.
• Lead the framework for identifying, reporting, investigating, escalating, and trending quality events, operational incidents, patient-safety concerns, service failures, cold-chain issues, documentation gaps, privacy-related operational deviations, and compliance issues.
• Ensure root-cause analysis, corrective and preventive actions (CAPA), effectiveness checks, and trend reviews are consistently completed and documented.
• Drive a culture of transparency, learning, accountability, patient safety, and continuous improvement.
• Own the training governance framework for pharmacy, nursing/infusion, patient programs, One Point case management, customer service, pharmacy assistants, logistics, wholesale, and related operational roles.
• Define role-based training requirements, onboarding standards, SOP training, competency expectations, LMS documentation, training records, retraining requirements, and evidence of completion for audit purposes.
• Partner with operational leaders to ensure teams are trained to perform their roles consistently, safely, and in alignment with approved procedures, without owning day-to-day operational performance or CI delivery.
• Develop quality reporting and key quality indicators to provide visibility into compliance posture, audit readiness, patient-safety trends, CAPA status, training compliance, PV/AE/PQC compliance, and emerging risks.
• Establish and lead cross-functional quality governance, including a Quality and Patient Safety Council, to review trends, elevate risks, and drive accountability for remediation.
• Partner with operations, clinical, technology, privacy, legal, risk, finance, people, and external stakeholders to embed quality expectations into daily operations and transformation initiatives.

Skills

Quality management

Compliance

Audit readiness

Patient safety

Regulatory affairs

Risk management

CAPA

Training governance

SOP governance

Documentation

Education

Undergraduate degree in pharmacy, nursing, health sciences, life sciences, healthcare administration, quality management, business, or a related field

Job description

WHO WE ARE

When it comes to health, we’re always looking for waysto push for better. It’s why we were founded in the first place. In 1957, ourfounder, pharmacist William Wilkinson, witnessed a mother sacrifice her healthby forgoing her own medicine to pay for her sick daughter’s prescription. Heknew there had to be a better way. So, he introduced North America’s firstprepaid drug plan, and GreenShield was born as a non-profit with a missionto support better health for all Canadians.

We aren’t just a health and benefits company. We’rethe only non-profit social enterprise that brings worlds of coverage andcare together, all in one place.
We’re noble challengers, purposefully building a betterway and we need the best people to help us create a more holistic approach thattakes care of the mind and body.
Our mission is to create better health for allCanadians, and we know that starts with our employees.

THEROLE IN A NUTSHELL

Base Salary: CAD $0.00 - 0.00

The Director, Compliance, Quality & Patient Safety isresponsible for leading the quality, compliance, audit-readiness, andpatient-safety framework across GreenShield Pharmacy’s integrated operations,including specialty pharmacy, digital pharmacy, patient support programs,nursing and infusion clinics, wholesale (DEL), logistics, and distribution.

The role owns the development and maturity of the QualityManagement System, SOP governance, incident reporting, root-cause analysis,CAPA, training governance, audit management, pharmacovigilance oversight, andquality reporting. This role ensures operational practices are compliant,documented, scalable, and aligned with applicable regulatory, contractual,manufacturer, accreditation, privacy-related, and internal governancerequirements.

The outcome of this role is a more mature, consistent, andaudit-ready quality infrastructure that supports patient safety, reducesorganizational risk, strengthens partner and regulator confidence, and enablessustainable operational growth.

Key Responsibilities

• Ownand mature the Quality Management System across pharmacy, patientprograms, nursing/infusion, wholesale, logistics, and distribution,ensuring quality standards are translated into practical day-to-dayoperating procedures.
• Providegovernance over SOPs, policies, work instructions, operational workflows,document control, versioning, review cycles, approvals, change management,archiving, and audit retrieval.
• Leadthe training governance framework, including LMS oversight, role-basedtraining requirements, training records, SOP acknowledgements, andlearning documentation to ensure teams are trained, compliant, andoperating consistently.
• Leadthe organization’s audit-readiness framework and support internal audits,external audits, inspections, accreditation activities, and partnerreviews.
• Ensureoperational practices align with applicable OCP, Health Canada,DEL/wholesale, manufacturer, PSP, pharmacovigilance, AE/PQC,privacy-related, contractual, and internal governance requirements.
• Coordinateaudit responses, remediation plans, evidence packages, reconciliationrequirements, quality checks, and follow-up actions through to closure.
• Leadthe framework for identifying, reporting, investigating, escalating, andtrending quality events, operational incidents, patient-safety concerns,service failures, cold-chain issues, documentation gaps, privacy-relatedoperational deviations, and compliance issues.
• Ensureroot-cause analysis, corrective and preventive actions (CAPA),effectiveness checks, and trend reviews are consistently completed anddocumented.
• Drivea culture of transparency, learning, accountability, patient safety, andcontinuous improvement.
• Ownthe training governance framework for pharmacy, nursing/infusion, patientprograms, One Point case management, customer service, pharmacyassistants, logistics, wholesale, and related operational roles.
• Definerole-based training requirements, onboarding standards, SOP training,competency expectations, LMS documentation, training records, retrainingrequirements, and evidence of completion for audit purposes.
• Partnerwith operational leaders to ensure teams are trained to perform theirroles consistently, safely, and in alignment with approved procedures,without owning day-to-day operational performance or CI delivery.
• Developquality reporting and key quality indicators to provide visibility intocompliance posture, audit readiness, patient-safety trends, CAPA status, training compliance, PV/AE/PQC compliance, and emerging risks.
• Establishand lead cross-functional quality governance, including a Quality andPatient Safety Council, to review trends, elevate risks, and driveaccountability for remediation.
• Partnerwith operations, clinical, technology, privacy, legal, risk, finance,people, and external stakeholders to embed quality expectations into dailyoperations and transformation initiatives.
  

WHO WE'RE LOOKING FOR

• Undergraduate degree in pharmacy, nursing, health sciences, life sciences, healthcare administration, quality management, business, or a related field.
• Professional background in healthcare, pharmacy, patient support program operations, quality, compliance, patient safety, regulatory affairs, or regulated operations.
• 7+ years of progressive experience in quality, compliance, pharmacy operations, healthcare operations, patient support programs, nursing/infusion operations, specialty pharmacy, regulated distribution, logistics, or a related regulated environment.
• Experience with SOP governance, audit readiness, incident management, CAPA, training governance, quality systems, or compliance oversight.
• Strong working knowledge of quality management systems, SOP governance, document control, incident reporting, root-cause analysis, CAPA, change control, training governance, audit readiness, and patient-safety frameworks.
• Knowledge of regulated healthcare, pharmacy, specialty pharmacy, patient support programs, nursing/infusion, wholesale, logistics, or distribution environments, including the operational realities of frontline teams.
• Understanding of applicable regulatory, professional, contractual, manufacturer, pharmacovigilance, AE/PQC, privacy-related, accreditation, and internal governance requirements, including OCP and Health Canada expectations where applicable.
• Knowledge of LMS administration, role-based training programs, training records, competency documentation, SOP acknowledgement processes, and audit evidence requirements.
  Build and mature quality, compliance, training, audit-readiness, and patient-safety frameworks across complex operational environments.
• Translate regulatory, contractual, quality, and patient-safety requirements into practical standards, SOPs, work instructions, training requirements, and governance processes.
  Lead audit preparation, audit response, remediation planning, evidence collection, CAPA tracking, and follow-up to closure.
• Develop role-based training frameworks and partner with operational leaders to ensure staff are trained, competent, and working in alignment with approved procedures.
• Communicate clearly with executives, operational leaders, frontline teams, auditors, regulators, manufacturers, PSP partners, and cross-functional stakeholders.
• Influence leaders and teams without direct authority, using sound judgment, credibility, structure, and practical problem-solving.
• Building structure in areas where processes, documentation, training, or accountability are fragmented or immature.
• Balancing compliance expectations with operational practicality in a fast-paced, multi-site healthcare environment.
• Identifying risk, prioritizing gaps, escalating issues appropriately, and driving sustainable remediation.
• Creating a culture of quality, documentation discipline, audit readiness, patient safety, and accountability.
• Maintaining independence and quality discipline while partnering constructively with operational leaders.

Nice to Have:

• Graduate degree in healthcare administration, business, quality management, regulatory affairs, patient safety, or a related discipline.
• Licensed pharmacist, nurse, or other regulated healthcare professional.
• Quality, patient safety, risk, regulatory, privacy, project management, Lean/Six Sigma, audit, or change management certification.
• 10+ years of progressive experience in a regulated healthcare, specialty pharmacy, PSP, pharmaceutical, wholesale, distribution, or infusion clinic environment.
• Experience with Health Canada, DEL, OCP, manufacturer audits, PV/AE/PQC obligations, PSP audits, pharmacy accreditation, and multi-site healthcare operations.
• Prior people leadership experience preferred.

THE CULTURE

We believe a career should be meaningful. Not just ameans to earn a living. Our culture is one where everyone's voice is heard andvalued. Because that’s what it takesto create better health for all. We dare to challenge the status quo. And we’redriven by people who have challenged theirs. We believe that yourworkplace should empower you to be the best version of yourself. That’s why we provide aplace where you can be inspired, challenged, and rewarded.
Where your growth means our growth.
Where your voice is heard and valued.
Where your work has purpose. And purpose matters.
We believe our people arecritical to our overall success. Inclusivity makes us a stronger, smarter andmore informed organization. Being intentionally inclusive of diversebackgrounds, perspectives and experiences will enhance our company culture topositively impact how we support our communities. A career at GreenShield isn’t just about personalachievements, it's about making adifference together.
Here’s to Better Health for All!

AFEW MORE DETAILS

Proficiency in English is requiredfor this position. As part of this role, you will be required to communicatewith colleagues or customers who use English as their primary language. By requiring English proficiency for thisposition, we aim to ensure that our employees can excel in their roles,collaborate, and communicate effectively, and contribute to the success of ourorganization.

GS supports diversity, equity andinclusion in our teams and communities, and we value the unique contributionsmade by all. Even if your experience doesn’t align perfectly to everyrequirement, we invite you to apply. We encourage applications fromall candidates and will accommodate needs under human rights legislationthroughout all stages of the recruitment and selection process. Please let usknow of any accommodation through [e-mail]. Information received relating toaccommodation will be addressed confidentially.

Providing this information givesGS consent to use your personal information to assess your suitability forspecific positions, future opportunities or for your personnel file. Yourrésumé will be held in strict confidence and will be viewed only by theOrganization. Information may be stored outside of Canada and could be used foraggregate statistical purposes (which uses no personal identification).

AI Usage - GreenShield leverages AI to help produce Job Descriptions, and ideate on interview questions. We also leverage AI for interview transcription support.