Senior Operations Manager

Are you ready to unleash your leadership superpowers? Lead with purpose, drive results through data and make a meaningful impact on patients as our Senior Manager of Call Center Operations at our Coverdale Resource Center. Join our dynamic team of trailblazers at BioScript Solutions, where innovation meets excellence. What we offer (and why you’ll love it here) Patient Impact : Play a key role in helping patients access care efficiently and compassionately. Epic Work-Life Balance : Flexible hybrid work options because we value your time and well-being. Growth Opportunities : Committed to fostering a culture of growth, where every team, member is encouraged to pursue new skills, expand their knowledge, and advance their careers. Vibrant Culture : Over 1,500 team members across Canada and year over year we manage to maintain an overall above industry engagement score by using a monthly pulse survey. Our People Attractive Compensation : Competitive salary, incentive program, and comprehensive benefits package. What & Where: Full Time Permanent, Eastern Canada (Ontario, Quebec, Atlantic Provinces) Closing Date: November 28, 2025 Why BioScript Solutions? At BioScript, we're not just a company—we're a fast‑growing company always putting patients first. Recognized as one of Canada’s Best Managed Companies, we believe in pushing boundaries, setting trends, and creating meaningful experiences that captivate and inspire. Our vibrant team is made up of innovative minds who are passionate about driving success and making an impact. Ready to be a part of this exhilarating journey? About the Coverdale Resource Center The Coverdale Resource Center (CRC) is a dedicated patient support hub based in Moncton, New Brunswick, and part of the BioScript Solutions network. Our bilingual team of Patient Service Coordinators serves as the first point of contact for patients, caregivers, clinics, and healthcare providers. At the CRC, we manage thousands of patient and clinic interactions each month, coordinating enrolments, scheduling appointments, managing inquiries, and ensuring timely access to care for our patients across Canada. We take pride in delivering compassionate, accurate, and efficient support that simplifies the patient journey and helps people start and stay on therapy with confidence. About the Role Reporting to the Director of Clinic Operations, the Senior Manager, Operations provides both strategic direction and hands‑on leadership for the Coverdale Resource Centre. This role ensures that all patient interactions, whether by phone, email, or system coordination, are handled with excellence, efficiency, and empathy. You’ll oversee day‑to‑day operations, coach and develop supervisors and support specialists, and drive continuous improvement in service quality, process optimization, resource planning, and KPI attainment. You’ll also collaborate closely with BioScript’s national network of clinics, pharmacies, and patient support programs to ensure seamless coordination and a unified patient experience. This is an opportunity to make a measurable impact, enhancing the speed, accuracy, and quality of patient access to treatment, while empowering a high‑performing and compassionate team. Your Mission Lead, motivate and engage a team of top performing supervisors, support teams and front line agents by balancing team development, service quality and operational performance. Utilize workforce management and capacity planning tools to ensure appropriate resource allocation and optimal staffing to meet daily demand. Lead change management on process improvement initiatives, leveraging Lean methodologies to streamline workflows and reduce bottlenecks. Develop and maintain operational dashboards to provide visibility to performance and utilize data‑driven insights to optimize workflows, manage demand, and ensure service excellence across multiple programs. Oversee execution of the call monitoring program and report on progress to team and leadership. Participate in audits and analyze root causes of service deviations or escalations and implement timely corrective actions. Act as a key liaison between the Coverdale Resource Centre, Coverdale Clinics, and patient support program teams. Drive the adoption of new tools and technologies (including Salesforce CRM and cloud‑based communication platforms) to enhance operational efficiency. Support the launch of new programs and service models by coordinating training, communication, and change management initiatives. Champion a patient‑first culture that reflects BioScript’s values of empathy, accountability, and respect. What You Bring to the Table A bachelor’s degree in business administration, healthcare management or related field. 5+ years of experience in operations leadership within healthcare, patient support, or a high‑volume service environment. Proven experience managing multi‑channel contact centers or processing centers focused on accuracy, compliance, and service delivery. Proficiency in Salesforce CRM for managing patient interactions and reporting; experience with CRM configuration and data analytics. Experience with Vonage Contact Center or similar cloud‑based contact center solutions considered an asset. Familiarity with the workforce management cycle including forecasting, scheduling, and capacity management. Advanced skills in Microsoft Office 365, particularly Excel (including pivot tables and macros), and Power BI for data analysis and dashboard creation. Bilingual English / French – verbal and written considered an asset. Core Competencies Decision‑Making : Demonstrates sound judgment and agility in a fast‑paced environment. Continuous Improvement : Proactively identifies opportunities for optimization and innovation. Execution Excellence : Balances speed with quality, ensuring actions lead to effective and impactful outcomes. Ownership : Takes full responsibility for decisions, actions, and outcomes, owning successes and learning from setbacks. Follow‑Through : Consistently delivers on commitments, ensuring alignment with organizational goals and values. Courageous Communication : Engages in honest and direct dialogue, addressing sensitive or challenging topics with empathy and professionalism. Leadership : Inspires, mentors, and develops others to achieve their best while maintaining a collaborative, positive team culture. Compensation At BioScript, your base pay is one part of your total compensation package and is determined within a range. Our pay ranges are based on the local cost of labor benchmarks for each specific role, level, and geographic location. Equal Opportunity Employment We're proud to be an equal opportunity employer. As a people‑centric organization, we’re committed to fostering an inclusive culture free of discrimination, and to providing a healthy and safe work environment where all team members can thrive. Through our commitment to diversity, inclusion, belonging, and equity, we strive to provide an accessible workplace, where individuals feel valued, respected, and supported every day. We encourage and accept all applications, however, only candidates selected for interviews will be contacted. Accommodations can be made available on request for candidates taking part in all aspects of the selection process. For inquiries, please email the talent acquisition team at… Ready to make your mark? If you’re passionate about transforming ideas into extraordinary results and excited to join a forward‑thinking team, we want to hear from you Take a look firsthand at what we do here #J-18808-Ljbffr