Pharma & Medical Services Leader: Customer Ops

Supply Ontario; Canada; Hybrid; CAD 112,000 - 168,000; Full time

Benefits offered by this job

Defined benefit pension plan

Competitive benefits package

Job summary

Supply Ontario is seeking a strategic and customer-focused leader to oversee pharmaceutical and medical supply programs and services that support Ontario’s healthcare system and broader public sector.

You will guide planning, management and delivery of consulting, customer service, and operational support for vaccines, medications, medical supplies and forms to healthcare facilities, ministries and agencies.

Qualifications

• University degree in Business Administration, Supply Chain, Life Sciences, or a related field or equivalent work experience.
• Advanced degree or certifications in leadership, supply chain, or quality systems, an asset
• 6-8 years of customer service or customer operations experience is required, preferably within pharmaceutical, healthcare, or other regulated industries
• 5+ years of people management experience leading customer service or operations/logistics teams is required
• Strong experience working within ERP systems (e.g., SAP) is required
• Strong experience working with 3PL, within the Canadian pharmaceutical market an asset
• Experience in customer service with Innovative Medicines, Brands, Generics and Biosimilar sectors an asset
• Knowledge of public sector policies, service delivery models, government programs, and applicable regulatory requirements
• Experience planning, implementing, and evaluating programs, services, and operational initiatives that align with organizational goals and priorities
• Strong financial and resource management skills, including budgeting, forecasting, asset management, contract management, and vendor oversight
• Expertise in project management and change management, with the ability to lead complex initiatives and drive continuous improvement
• Knowledge of pharmaceutical and medical supply operations, including procurement, inventory management, distribution, customer service, and supply chain practices
• Understanding of healthcare programs, vaccine and drug distribution, and the unique operational requirements of the public and health sectors
• Familiarity with pharmaceutical regulations, Health Canada requirements, and industry standards related to drugs, vaccines, biologicals, and medical supplies
• Strong analytical and problem-solving skills, with the ability to identify risks, evaluate options, develop innovative solutions, and make sound recommendations
• Experience developing operational plans, performance measures, service standards, and resource strategies to achieve business objectives
• Demonstrated ability to lead the implementation of new programs, services, and operational initiatives involving multiple stakeholders
• Strong stakeholder management skills, with experience building and maintaining collaborative relationships across government, healthcare organizations, suppliers, and public sector partners
• Excellent communication, presentation, and influencing skills, including the ability to prepare briefing materials, policy recommendations, reports, and presentations for senior leadership
• Knowledge of emergency management, business continuity planning, or emergency response programs is considered an asset
• Proficiency with business applications, reporting tools, and operational management systems

Responsibilities

• Leads a professional, technical and administrative advisory and communication network to encourage expanded and cost-effective utilization of resources and services.
• Ensures a quality product line, in keeping with British Pharmacopeia, United States Pharmacopieia, Health Canada and Ontario Drug Benefits interchangeability standards, by developing and reviewing product lines and specifications, in collaboration and consultation with clients and stakeholders.
• Conducts research, engages stakeholders, develops recommendations, and coordinates professional input to support product line enhancements and service improvements.
• Participates in and contributes to the establishment and maintenance of a 24 hour on-call system to ensure access to the Government Pharmaceutical and Medical Supply Service during public health emergencies or disasters.
• Represents the branch on the Ministry Action Groups and Pandemic Influenza Planning committee for planning of the ministry’s and or provincial Emergency Response Plans e.g. pandemic influenza, smallpox and bio-terrorism plans.
• Leads the planning and delivery of pharmaceutical and medical supply consulting and customer support services, ensuring alignment with operational objectives, service standards, and accountability requirements.
• Oversees the planning and rollout of new vaccine and drug programs, working with stakeholders to ensure successful implementation, resource management, financial reporting, and responsive client service.
• Leads continuous improvement initiatives and supports the implementation of new vaccine and drug programs through strategic planning, stakeholder engagement, and policy development.
• Leads and manages a team(s) in the delivery of a program or service operation and contributes to financial, business, strategic planning and evaluation processes.
• Promotes a values-based and inclusive team.
• Develops and sustains internal and external stakeholder relationships to coordinate shared interests.

Skills

Leadership

Stakeholder management

Project management

Budgeting & forecasting

Strategic planning

Communication

Education

University degree in Business Administration or Life Sciences

Advanced degree or certifications in leadership or supply chain

Tools

SAP ERP

3PL operations

MS Excel / Office

Job description

Supply Ontario is seeking a strategic and customer-focused leader to oversee pharmaceutical and medical supply programs and services that support Ontario’s healthcare system and broader public sector.

You will guide planning, management and delivery of consulting, customer service, and operational support for vaccines, medications, medical supplies and forms to healthcare facilities, ministries and agencies.