Senior Director, Specialty Retail & Pharmacy Operations

Shoppers Drug Mart; Mississauga; On-site; CAD 120,000 - 160,000; Full time

Job summary

Shoppers Drug Mart is seeking a Senior Director to lead specialty pharmacy operations, focusing on enhancing patient care and operational efficiency. This role involves strategic leadership, managing diverse teams, and ensuring compliance with industry standards. The ideal candidate will have extensive experience in pharmacy operations and a strong ability to drive business growth while fostering collaboration across teams.

Benefits

Purchase discount program

Competitive pay

Online learning through Academy

Qualifications

• 5-7 years’ experience in healthcare or operational leadership roles, preferably in Pharmacy Operations.
• Experience with patient support programs and retail specialty services.
• Bilingualism (English, French) would be an asset.

Responsibilities

• Sets the strategic direction for specialty pharmacy services and oversees operational activities.
• Manages KPIs and maintains a Continuous Improvement plan.
• Leads cross-functional teams to deliver high-quality pharmaceutical care.

Skills

Leadership presence

Problem-solving

Interpersonal skills

Project management

Negotiation skills

Education

University undergraduate degree in Pharmacy

Business degree/knowledge of business administration

Job description

Location:

1685 Tech Ave, Mississauga, Ontario, L4W 0A7

At Shoppers Drug Mart, we’re innovating health and wellness in Canada. From prescriptions to walk-in clinics, and a beloved loyalty program, we’re caring and supporting our customers in new ways every day.
With more than 1,300 locally owned and operated stores from coast to coast, the Shoppers Drug Mart network is more than a great place to shop, it’s a great place to work. We’re committed to building our talented team who champion collaboration, kindness and inclusivity. Join our team, and help recognize a healthy future for your career and for all Canadians.

Why this role is important?

Job Description

Senior Director, Specialty Retail & Pharmacy Operations, Specialty Health Network

This senior leader sets the strategic direction for the growth of specialty pharmacy services within our retail network (Shoppers Drug Mart and Loblaw), with a focus on delivering an exceptional experience for both patients and pharmacists. As part of the Specialty Health Network (SHN) senior leadership team, the role drives initiatives that enable specialty care in community pharmacy settings.

The Senior Director oversees all activities related to assigned operating sites or program teams and the Specialty customers they serve, ensuring contracted service levels are achieved and customer expectations are consistently met/exceeded. The Senior Director monitors and measures network performance and drives continuous improvement to maximize clinical outcomes, patient safety, legal/regulatory compliance and operational effectiveness, to sustain competitive advantage.

The Senior Director is a member of the SHN Leadership team and works collaboratively with SDM Pharmacy Operations and SHN Project and Program Management teams to align governance, communications, work processes, tools and practices, to ensure the highest standards of patient care and customer service. Through cross-functional collaboration with SHN and enterprise teams, the Senior Director facilitates organizational synergies and secures resources to support achievement of the enterprise Specialty operatin g plan.

The Senior Director provides leadership, development, and direction to diverse teams, including Clinic teams, the Pulmonary Hypertension Program team under the leadership of the Calgary Clinic lead, and SHN pharmacy teams, including Managers, Specialty Pharmacy, at each SDMSHN Pharmacy location. This role is based at the Shoppers Drug Mart Specialty Health Network office located in Mississauga and requires travel to pharmacy and clinic sites nationally.

Responsibilities include:

• As an active member of the SHN Senior Leadership team, plays a key role in the development of business strategy and implementation of the Strategic Vision for SHN

• Champions the company’s Vision, Mission and Values as set out in the Strategic Plan.

• Establishes and manages to short and long term departmental objectives , policies, operating procedures, annual budgets and financial forecasts

• Manages KPIs and maintains a Continuous Improvement plan to meet and exceed specified objectives .

• Fosters high colleague engagement and a ground-up culture of accountability, collaboration and continuous improvement.

• Ensures governance and quality of pharmaceutical care oversight in accordance with legal, regulatory and professional standards and in keeping with the values of the company.

• Ensures compliance with all company Standard Operating Procedures (SOPs) and Required Operational Procedures (ROPs) and timely Reporting of all Adverse Events (AE) and Product Technical Complaints (PTC) as per current policies and procedures.

• Ensures high customer satisfaction levels are achieved and sustained for new and current accounts, consistent with contracted service levels, timelines, and budgets; provides stakeholder feedback and continuous improvement recommendations.

• Leads SHN Specialty Pharmacies, Clinics and Pulmonary Hypertension (PH) Program team to deliver pharmaceutical and clinical services safely, accurately and on time, including professional staff (nurses, pharmacists, and registered techs)

• managing specialty program operations in the SDM retail network, including Centres of Excellence (COE) onboarding, expansion, communications, training, ongoing support and the retail specialty support call line.

• Works cross functionally with SHN and SDM teams to define service levels, and develop and implement new approaches and processes to better service specialty patients.

• Identifies opportunities to synergize, integrate and coordinate SDM and SHN operating activities.

• Seeks out new business opportunities that support the network and growth of the Specialty business and establishes /maintains relationships with key KOLs.

• Manages pharmacy and clinic resources and labour to cost and productivity targets.

• Identifies , manages and tracks team training, scorecard and communications activities, aligned with Enterprise operational priorities and activities.

• Supervises disaster recovery and operational contingency plans.

• Determines and manages the succession planning for the Specialty Retail and Clinic Operations Team, including the identification of future talent and provision of necessary training and business exposure.

• Oversees workloads and provides staff supervision to ensure that work is done accurately, efficiently and complies with policies, procedures and standards as well as best working practices.

• Provides guidance, motivation, and performance review; including hiring and terminating employees, IDP’s to maintain and enhance competency levels.

• Attends various meeting, conferences, seminars etc. with professional, regulatory, special interest, vendor and charitable groups to represent the corporation to outside stake holders.

• Provides guidance to team members on building strong relationships with the colleagues, Associates and their teams by reinforcing and expecting use of CORE values and Blue Culture

• Partners with the business on strategic projects as required

Qualifications :

• University undergraduate degree in Pharmacy

• Business degree/ knowledge of business administration is an asset

• 5-7 years’ experience in healthcare or operational leadership roles, preferably in Pharmacy Operations or as an Associate Owner.

• Experience within or alongside the Associate model is a strong asset, as relationship building and collaboration with pharmacy leadership are essential to this role’s success.

• Previous clinical, pharmacy or business experience with Specialty Pharmaceuticals

• Knowledge of the pharmaceutical industry would be an asset – drug handling process, systems and services, various provincial reimbursement programs and formulary processes

• Experience with patient support programs would be a definite asset as would experience with retail specialty services and/or operations

• Proven track record of delivering results and exceeding customer expectations

• Proven ability to manage a complex business, develop growth strategies and make timely and effective decisions in a rapidly evolving market

• Leadership presence, with confidence to engage and influence cross-functional and executive leadership

• Proven ability to lead, coach, train and mentor others

• Ability to work collaboratively with diverse operational and cross-functional teams

• Excellent problem-solving skills, conflict resolution and negotiating skills

• Strong interpersonal skills, written and verbal communication skills, and ability to make connections at all levels of the organization

• Excellent influencing, planning and project management skills

• Self-motivated and resilient, with a positive attitude and high energy level

• Bilingualism (English, French) would be an asset

• Flexibility to travel (approximately 15%)

Why work at Shoppers Drug Mart?

Acting as consultants, supporting internal customers and the Associate-Owners, you will get experience unique to the retail industry while working for an award-winning national brand. Benefit from a purchase discount program, competitive pay and online learning through Academy.

Take ownership of your work and find more ways to care about your work, co-workers, customers and community.

How You’ll Succeed:

At Shoppers Drug Mart Inc., we seek great people to continually strengthen our culture. We believe great people model our values, are authentic, build trust and make connections.

If that sounds like you, and you are open-minded, responsive to change and up to the challenges provided in a fast-paced retail environment, apply today.

Employment Type:

Full time

Type of Role:

Regular

Shoppers Drug Mart Inc. recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.

In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.

Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.

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