Program Manager

Winona; Canada; Remote; CAD 75,000 - 80,000; Full time

Job summary

Winona, a leading telemedicine company providing HRT for women, is seeking a Program Manager. This role requires a proactive individual to enhance communication between pharmacies and our team, ensuring smooth operations. Candidates should possess experience in customer service operations, with a strong emphasis on compliance and effective communication.

Benefits

Flexible hours

Work wherever you choose

Casual work environment

Employee engagement activities

Qualifications

• 4+ years in Customer Service Operations, ideally in pharmacy or tele-health.
• Hands-on ownership of ticket queues or shared inboxes such as Intercom or Zendesk.
• Familiarity with HIPAA and other compliance frameworks.

Responsibilities

• Triage all inbound pharmacy messages and enforce SLAs.
• Draft and send outbound updates to partners.
• Run daily queue health checks and coordinate feedback loops.

Skills

Customer Service Operations

Program Management

Partner Success

Polished communication

Education

Bachelor's Degree or equivalent experience

Job description

Join to apply for the Program Manager role at Winona

Join to apply for the Program Manager role at Winona

About Winona:

Winona is one of the leading telemedicine companies providing HRT for women in menopause. We’ve built all of our technology in house including an EHR, patient care admin system, patient portal, website, marketing technology etc. Winona has two compounding pharmacies and a team of in house physicians providing world-class care via a fully vertically integrated business model.

About Winona:

Winona is one of the leading telemedicine companies providing HRT for women in menopause. We’ve built all of our technology in house including an EHR, patient care admin system, patient portal, website, marketing technology etc. Winona has two compounding pharmacies and a team of in house physicians providing world-class care via a fully vertically integrated business model.

About the role:

We need a single owner who wakes up every day thinking about those threads: Are pharmacists getting what they need? Is our patient support team unblocked? Is every ticket closed on time? As Program Manager, you’ll be the nerve center connecting our company and our partner pharmacies, turning noise into signal and friction into speed.

Seniority Level: Mid

Responsibilities:

• Triage all inbound pharmacy messages, assign owners, set priorities, and enforce SLAs.
• Draft and send outbound updates—order statuses, formulary changes, policy reminders—so partners are never guessing.
• Maintain real-time visibility: run daily queue health checks, flag risks, and unblock stuck conversations.
• Host weekly stand-ups to review open issues and upcoming changes.
• Coordinate “voice of pharmacy” feedback loops with Product and Compliance so platform updates land smoothly.
• Create and maintain macros, checklists, and SOPs that empower reps to respond accurately and fast.
• Train new hires and run quarterly refresh sessions.
• Build Looker/Intercom dashboards, surface trends, and propose roadmap items or staffing adjustments.
• Lead post-mortems on high-severity incidents; track action items to closure.
  
  

Requirements:

• 4+ years in Customer Service Operations, Program Management, or Partner Success—ideally in pharmacy, tele-health, or another highly regulated setting.
• Hands-on ownership of ticket queues or shared inboxes (Intercom, Zendesk, Salesforce, or JIRA) with external partners.
• A track record of meeting or beating SLAs while balancing empathy, compliance, and speed.
• Polished written & verbal communication—you can translate clinical jargon into crisp, action-oriented updates.
• Working knowledge of HIPAA (required) and familiarity with PCI, PIPEDA, or other PHI/PII frameworks (nice-to-have).
• Based in the LatAm or Canada with reliable broadband and overlap with Eastern hours.
  
  

What’s in it for you?

As full-time member of our team, you’ll enjoy:

• Flexible hours
• Work wherever you choose
• Fun and casual work environment
• Employee engagement activities and virtual gatherings
• We are a diverse, global team!
  
  

This company is affiliated for recruitment efforts. Each entity maintains operational independence, and no personal data is shared between them except as necessary for coordinated recruitment activities. Both teams are committed to protecting applicant privacy and ensuring a respectful, transparent hiring process.

Equal Employment Opportunity

Winona provides equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, physical or mental disability, military or veteran status, genetic information, or any other protected classification. Equal employment opportunity extends to all aspects of employment including, but not limited to, recruitment, hiring, training, promotion, demotion, transfer, leaves of absence, and termination. Winona takes allegations of discrimination, harassment, and retaliation seriously and will promptly investigate such behaviors.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Project Management and Information Technology

• Industries

  Wellness and Fitness Services

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