Senior Manager, Specialty Retail Excellence

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 1,800 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. 

Senior Manager, Specialty Retail Excellence 

Specialty Health Network (or SHN, as we call ourselves) is a growing division of Shoppers Drug Mart, with a strong entrepreneurial spirit. We pride ourselves in having an awesome work culture and fun environment! We offer competitive salaries, a great benefit package, Shoppers Drug Mart discount, Goodlife gym discount, RRSP/Pension plans, Employee share ownership plan, professional training and development and many more perks! Shoppers Drug Mart was acquired by Loblaw in 2014, the largest employer in Canada – making your career opportunities within our larger organization - endless! 

Shoppers Drug Mart Specialty Health Network supports our retail stores to provide the best patient care to patients who require specialty drugs. We provide patient support programs for specialty drug therapies, providing physicians with resources to manage their patients, facilitating reimbursement, and enhancing patient compliance. We deliver superior customer service to patients, healthcare providers and pharmaceutical manufacturers to improve healthcare outcomes for all stakeholders. 

We are hiring a Senior Manager, Specialty Retail Excellence  

Reporting to the Sr Director, Specialty Retail and Pharmacy Operations, you will be instrumental in elevating the effectiveness and consistency of specialty program launches and operational processes across our retail pharmacies. This role will lead critical process change management initiatives, drive continuous improvement in launch readiness, and optimize Standard Operating Procedures (SOPs) to ensure seamless execution and sustained growth of our specialty services. The successful candidate will foster strong collaboration with cross-functional teams, ensuring alignment and excellence in all aspects of program delivery and support. 

Key Accountabilities: 

• Program Launch Excellence: Lead the strategic development and implementation of enhancements to program launch readiness and execution. This includes revamping Academy training programs, establishing protocols for consistent store execution, and ensuring robust support mechanisms post-launch. 

• Operational Oversight of Launch Workstreams: Provide strategic oversight, guidance, and alignment for program launch workstreams, ensuring efficient and coordinated execution by operational teams  

• Specialty Growth Initiatives: Collaborate closely with key stakeholders to develop, operationalize, and drive initiatives focused on increasing awareness, adoption, and growth of specialty services within retail pharmacies, directly linked to program launches. 

• SOP Ownership & Management: Lead the end-to-end process for the creation, standardization, and ongoing maintenance of Standard Operating Procedures (SOPs) and work instructions, ensuring accuracy, clarity, and compliance across all specialty programs. 

• Process Change Management Leadership: Lead and champion process change management initiatives specifically for program launches. 

• Operational Excellence: Drive initiatives focused on optimizing processes and SOPs. 

• Project Execution & Solution Implementation: Contribute significantly to project execution and the successful implementation of new solutions designed to enhance program launches and overall operational efficiency. 

• Process Harmonization & Gap Resolution: Facilitate process harmonization across various functions and lead efforts to identify and resolve operational gaps, ensuring a streamlined and efficient workflow. 

• Analysis & Problem Solving: Conduct thorough analysis to identify, assess, and assist in the resolution of complex system and business process challenges impacting specialty operations. 

• Strategic Communication & Content Development: Proven ability to translate complex information into clear, compelling narratives and visually engaging content, including presentations and training materials, for diverse audiences 

What You Will Need: 

• Bachelor's degree in Pharmacy. Must be a licensed Pharmacist in Part A of the registrar. 

• Minimum of five (5) years of experience as a Pharmacist, program management, operational excellence, process improvement, or a similar role within a retail pharmacy, healthcare, or specialty services environment. 

• Proven experience in leading and implementing process change management initiatives. 

• Demonstrated ability to develop and deliver effective training programs and materials. 

• Strong experience in the creation, standardization, and maintenance of Standard Operating Procedures (SOPs). 

• Excellent verbal and written communication skills, with the ability to influence and negotiate effectively with diverse stakeholders. 

• Strong analytical and problem-solving skills, with a keen eye for detail and process optimization. 

• Ability to manage multiple priorities and complex projects simultaneously in a fast-paced environment. 

• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint) and familiarity with project management tools. 

• High energy with a positive attitude, demonstrating flexibility and adaptability to evolving business needs. 

• Ability to work collaboratively in a team environment and build strong cross-functional relationships. 

• PMP or Lean Six Sigma certification is considered an asset. 

• Work Environment: This role requires being on-site at least four (4) days a week in the office. This requirement is subject to change based on evolving business needs. 

• Note: The responsibilities and duties outlined in this job description are not exhaustive and may be subject to change based on evolving business needs and organizational requirements.