Director, Specialty Retail Pharmacy Operations & Experience

Lieu:

1685 Tech Ave, Mississauga, Ontario, L4W 0A7

Chez Shoppers Drug Mart/Pharmaprix, nous innovons en matière de santé et de bien-être au Canada. Des ordonnances aux cliniques sans rendez-vous, en passant par un programme de fidélisation des plus appréciés, nous prenons soin de nos clients et les soutenons grâce à des nouvelles approches tous les jours.

Avec plus de 1 300 magasins détenus et exploités localement d’un océan à l’autre, le réseau de Shoppers Drug Mart/Pharmaprix est un milieu de travail et de magasinage formidable.  Nous sommes déterminés à bâtir une équipe talentueuse prônant la collaboration, la générosité et l'inclusion. Joignez-vous à notre équipe et contribuez à créer un avenir sain pour votre carrière et pour tous les Canadiens.

Pourquoi ce role est-il important?

Director, Specialty Retail Pharmacy Operations & Experience 

Location: 
1685 Tech Ave, Mississauga, Ontario, L4W 0A7 

Specialty Health Network by Shoppers supports our retail stores to provide exceptional care to patients requiring specialty therapies. We deliver patient support programs, provide physicians with resources to manage complex patients, facilitate reimbursement, and enhance therapy adherence. Through strong collaboration across retail, centralized support teams, and external partners, we improve healthcare outcomes and elevate the specialty experience across the country. 

At Shoppers Drug Mart, we are committed to supporting our locally owned and operated stores with the tools, infrastructure, and expertise required to care for patients with complex needs. As specialty continues to grow in scale and complexity, strong operational leadership and performance governance are critical to ensuring retail teams are supported and patients receive timely access to therapy. 

Why this role is important: 

Reporting directly to the Senior Director, Specialty Retail & Pharmacy Operations, the Director, Specialty Retail Pharmacy Operations and Experience is accountable for safeguarding the retail specialty experience across the national network. 

This role ensures that centralized support structures, retail-facing programs, and operational workflows translate into seamless execution for Associate Owners and their teams. The Director owns performance governance across centralized support functions, manages store escalations and retail specialty inquiries, oversees therapy continuity processes, and ensures specialty initiatives perform effectively in practice. 

This leader bridges central strategy and retail execution — ensuring specialty models are not only designed and built, but operationalized, supported, and continuously improved based on real-world performance and field insight. 

What you'll do: 

As a leader, you will build, mentor, and guide a high-performing team responsible for retail specialty performance, escalation resolution, and therapy continuity. You will establish clear accountability frameworks and measurable service standards that protect both the Associate Owner and patient experience. 

You will: 

• Own national retail specialty operations performance and governance 
• Oversee resolution of day-to-day operational issues related to specialty programs to ensure excellence and value optimization 
• Serve as the senior escalation point for retail specialty operations, ensuring timely and effective issue resolution 
• Oversee the national retail specialty support experience   
• Act as a key liaison between Specialty Health Network, retail operations, external partners, and cross-functional corporate teams 
• Monitor therapy initiation timelines and continuity patterns to safeguard patient access 
• Lead readiness and operationalization of new retail-facing specialty initiatives during launch and ongoing operations 
• Establish feedback mechanisms with Associate Owners and pharmacists to continuously refine specialty support 
• Oversee development and maintenance of retail-facing communications and training materials to enable confident execution 
• Present and coordinate national or regional specialty updates and performance discussions 
• Drive continuous improvement initiatives to simplify workflows, reduce operational burden, and elevate the retail specialty experience 
• Partner cross-functionally to develop new processes that strengthen retail specialty service delivery 

What you bring: 

• Senior retail, pharmacy, healthcare, or operations leader with experience owning performance across complex, multi-site environments 

• Deep understanding of how centralized support structures impact front-line retail execution 

• Proven experience managing escalations, service standards, and operational governance frameworks 

• Strong appreciation for patient continuity, reimbursement complexity, and specialty pharmacy workflows 

• Data-informed leader capable of translating operational insight into measurable improvement 

• Credible and collaborative partner to executive leadership, Associate Owners, and cross-functional teams 

• Comfortable leading in environments with high complexity and evolving processes 

• Exceptional communication, organizational, and leadership capabilities 

• Ability to balance operational urgency with long-term strategic refinement 

Why work at Shoppers Drug Mart? 

• Acting as a performance leader and strategic partner to Associate Owners, you will gain experience unique to the retail healthcare 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 who strengthen our culture through authenticity, trust, and connection. 

• If you are responsive to change, open-minded, and ready to lead in a fast-paced retail healthcare environment, we encourage you to apply. 

• Note: This is a hybrid role, with 4 days of work in office, and one work from home option 

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 are committed to reflecting our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired. 

Compliance with laws and ethical standards is fundamental to our Code of Conduct and 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. 

Pourquoi travailler chez Shoppers Drug Mart?

En agissant à titre de consultant qui soutient les clients internes et les pharmaciens-propriétaires affiliés, vous acquerrez une expérience unique au secteur du commerce du détail tout en travaillant pour une marque nationale primée. Vous bénéficierez du Programme d’achat des employés, d’une rémunération concurrentielle et de possibilités d’apprentissage en ligne par l’intermédiaire de Académie.

Prenez en main votre emploi et trouvez d’autres façons de vous soucier de votre travail, de vos collègues, des clients et des membres de la collectivité.

Comment Réussir:

Chez Shoppers Drug Mart/Pharmaprix, nous recherchons toujours des personnes formidables pour continuellement renforcer notre culture.  Nous croyons que les gens formidables façonnent nos valeurs, sont authentiques, bâtissent la confiance et créent des liens. 

Si cela vous ressemble et que vous êtes ouvert d’esprit, que vous avez une bonne attitude face aux changements et que vous aimez les défis d’un environnement de travail aux détails dynamiques, postulez aujourd’hui.

Type d'emploi:

Temps plein

Type de Rôle:

Poste régulier

Shoppers Drug Mart/Pharmaprix considère que la diversité culturelle du Canada est une source de fierté nationale et un symbole de force. Nous nous sommes donné comme priorité de refléter la diversité croissante du Canada dans les produits que nous vendons, les gens que nous embauchons et notre culture d’entreprise. Des accommodements sont disponibles sur demande pour les postulants et collègues atteints d’un handicap.

En outre, nous croyons que la conformité aux lois consiste à faire ce qu'il faut. Le respect de la loi fait partie de notre Code de conduite; il renforce ce que nos clients et nos parties prenantes attendent de nous.

Remarque : Si vous avez accès à Libre-service de l’employé (ESS) dans Workday, veuillez postuler à cet emploi en utilisant l’application Workday.

Hiring Range / Échelle salariale à l’embauche :

$128,000.00 - $176,000.00 / 128.000,00$ - 176.000,00$ (per year / par an)

A candidate’s experience and knowledge as well as the geographical region in which the position is located may be factored into the pay a candidate receives for this position. This posting is for a newly created position. The Company uses artificial intelligence for the purpose of screening, assessing and/or selecting applicants for this position. / L’expérience et les connaissances d’un candidat ainsi que la région géographique dans laquelle le poste est situé peuvent être prises en compte dans la rémunération qu’un candidat reçoit pour ce poste. Cette offre d’emploi concerne un poste nouvellement créé. L’entreprise utilise l’intelligence artificielle dans le but de filtrer, d’évaluer et/ou de sélectionner les candidats à ce poste.

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