Senior Director, Specialty Retail & Pharmacy Operations

Loblaw Companies Limited; Mississauga; On-site; CAD 120,000 - 160,000; Full time

Job summary

A leading company in health and wellness is seeking a Senior Director for Specialty Retail & Pharmacy Operations. This role involves setting strategic directions for specialty pharmacy services, overseeing operations, and ensuring high standards of patient care. Ideal candidates will have a pharmacy degree and extensive leadership experience in healthcare.

Benefits

Purchase discounts

Competitive pay

Online learning through Academy

Qualifications

• 5-7 years’ experience in healthcare or operational leadership, preferably in Pharmacy Operations.
• Experience with the Associate model and relationship building with pharmacy leadership.
• Bilingualism (English, French) is an asset.

Responsibilities

• Setting the strategic direction for specialty pharmacy services.
• Overseeing activities related to assigned operating sites or program teams.
• Driving continuous improvement to maximize clinical outcomes and operational effectiveness.

Skills

Leadership presence

Collaboration

Communication

Problem-solving

Negotiation

Education

University undergraduate degree in Pharmacy

Business degree or knowledge of business administration

Job description

Senior Director, Specialty Retail & Pharmacy Operations

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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), focusing on delivering an exceptional experience for 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 met or exceeded. The role involves monitoring network performance, driving continuous improvement to maximize clinical outcomes, patient safety, compliance, and operational effectiveness, to sustain a competitive advantage.

The Senior Director is a member of the SHN Leadership team and collaborates with SDM Pharmacy Operations and SHN Project and Program Management teams to align governance, communication, work processes, tools, and practices, ensuring high standards of patient care and customer service. The role involves cross-functional collaboration to facilitate organizational synergies and secure resources to support the enterprise’s specialty operating plan.

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

Responsibilities include:

• Participating actively in the SHN Senior Leadership team to develop and implement business strategy aligned with the Strategic Vision.
• Championing the company’s Vision, Mission, and Values.
• Establishing and managing departmental objectives, policies, procedures, budgets, and forecasts.
• Managing KPIs and maintaining a Continuous Improvement plan.
• Fostering high employee engagement and a culture of accountability, collaboration, and continuous improvement.
• Ensuring governance and quality oversight of pharmaceutical care according to legal, regulatory, and professional standards.
• Ensuring compliance with SOPs, ROPs, and timely reporting of adverse events and product complaints.
• Maintaining high customer satisfaction levels, providing stakeholder feedback, and recommending improvements.
• Leading SHN Specialty Pharmacies, Clinics, and Pulmonary Hypertension programs to deliver safe, accurate, and timely services.
• Managing specialty program operations, including onboarding, expansion, communication, and training.
• Collaborating with teams to define service levels and develop new approaches for better service delivery.
• Identifying opportunities for synergy, integration, and coordination of operations.
• Seeking new business opportunities and maintaining relationships with key stakeholders.
• Managing resources and labor to meet cost and productivity targets.
• Tracking team training, scorecards, and communications aligned with operational priorities.
• Supervising disaster recovery and contingency plans.
• Planning for succession and developing future talent.
• Overseeing workloads, supervision, and ensuring compliance with policies and standards.
• Providing guidance, motivation, performance reviews, and staffing decisions.
• Representing the organization at meetings, conferences, and seminars.
• Building relationships with colleagues and reinforcing core values and culture.
• Partnering on strategic projects as needed.

Qualifications:

• University undergraduate degree in Pharmacy.
• Business degree or knowledge of business administration is an asset.
• 5-7 years’ experience in healthcare or operational leadership, preferably in Pharmacy Operations or as an Associate Owner.
• Experience with the Associate model and relationship building with pharmacy leadership.
• Clinical, pharmacy, or business experience with Specialty Pharmaceuticals.
• Knowledge of the pharmaceutical industry, drug handling, reimbursement programs, and formulary processes.
• Experience with patient support programs and retail specialty services is advantageous.
• Proven results in delivering customer satisfaction and managing complex businesses.
• Leadership presence and ability to influence at all levels.
• Proven coaching, mentoring, and team leadership skills.
• Strong collaboration and communication skills.
• Excellent problem-solving, conflict resolution, and negotiation skills.
• Self-motivated, resilient, positive attitude, high energy.
• Bilingualism (English, French) is an asset.
• Willingness to travel approximately 15%.

Why work at Shoppers Drug Mart?

Gain retail industry experience, support internal customers, and work for a national brand. Benefits include purchase discounts, competitive pay, and online learning through Academy. Take ownership of your work and contribute to community health and well-being.

How You’ll Succeed:

We seek great people who embody our values, are authentic, build trust, and make connections. If you’re open-minded, adaptable, and thrive in a fast-paced environment, apply today.

Employment Type: Full-time

Role Type: Regular

We value diversity and inclusion, and accommodations are available upon request for applicants with disabilities. Compliance with laws and our Code of Conduct is fundamental.

Note: If you have Employee Self Service on Workday, apply via Workday.