Operational Manager

Position Type: Full Time Department: Patient Programs Work Location: Canada Work Arrangement: Remote Work Hours: Monday to Friday - standard business hours (EST) Travel Required: No A proudly Canadian company, Sentrex Health Solutions is a fully integrated specialty distributor and patient support provider for pharmaceutical manufacturers, physicians, and their patients. We provide innovative solutions focused on ensuring patients have access and the support they need to maximize their treatment outcomes. We do this through strategic distribution models and patient support programs that are backed by powerful, integrated technology, a dedicated in-house creative agency, and experienced, cross‑functional teams. Our core capabilities include Specialty Pharmacy Services, Customized Solutions for Warehouse, Wholesale & Distribution, Patient Support Programs, Strategic Creative Services as well as HCP & Clinic Services. Come and join our team But first, let us tell you why we love working here: We are 100% Canadian with locations across the country State‑of‑the‑art facilities to provide high‑quality products and services The opportunity to be a part of a winning, high‑performing team Collaborative, engaging workplace culture – we are passionate about our people Flexible working environment that promotes a healthy work‑life balance Diverse and inclusive culture where your talent and commitment to excellence is welcomed and valued High‑growth environment that provides opportunities for learning and growth supported by our Employee Development Program and industry‑leading, in‑house corporate training offered throughout the year The Opportunity: The Operational Manager role reports directly to the Program Manager and will work closely with the cross‑functional team. The Operational Manager (OM), will be responsible for daily oversight and operational management of the One Team supervisors by monitoring program goals and key performance indicators while ensuring the efficient and effective delivery of support services to patients and clinics. The role is critical for providing operational excellence through quality standards to support a seamless, positive, end‑to‑end patient journey. A Day in the Life (What you will do here): Overseeing the operational activities within each pod implement new strategies to improve patient experience within the PSP Develop and implement operational strategies to optimize the efficiency and effectiveness of the PSP and Field teams. Operationalizing Program objectives within each pod Collaborates with Program Manager data management and program projects via the feedback loop Manage and lead a team of supervisors and support staff, providing guidance, coaching, and support to ensure team cohesion and high performance of both field and PSP team. Set clear performance expectations and regularly assess and evaluate team members' performance. Foster a positive, collaborative work environment that encourages teamwork and professional growth. Encourage cross‑functional collaboration and input into patient services to ensure alignment across the organization Develop and implement operational strategies to optimize patient support service delivery, streamline processes, and improve efficiency. Monitor and analyze operational metrics, such as call volume, response times, and case resolution rates, to identify areas for improvement. Allocate resources effectively to meet service demands and maintain appropriate staffing levels Clearly identify needs and resourcing requirements with a focus on profitability and long‑term sustainability Identify and implement opportunities to improve operational efficiency and quality. Implement continuous improvement initiatives based on feedback, data analysis, and industry best practices. Implement new strategies to improve patient experience. identify training needs for supervisors and support staff and develop training programs to enhance their skills and knowledge. Monitor KPIs of program Additional duties as assigned by manager What you need to ensure you are set up for success: Post-Secondary degree or diploma in Health Science 2-3 years of management experience 3+ years of experience in the biopharmaceutical/pharma / healthcare industry Previous involvement in managing healthcare or specialty drug programs is an asset Strong knowledge and understanding of PSP Strong leadership and management skills to effectively lead and motivate team Problem‑Solving and analytical skills to identify and address challenges Highly organized and efficient. Experience in coordinating/managing projects. Enjoys working in a fast‑paced environment. Highly collaborative with effective and practical communication skills. Can work on multiple projects simultaneously with competing deadlines. Collaborative with a positive disposition. Comfortable in speaking with various levels of management. Bilingual: English and French an asset What makes you a great fit for this team: Your commitment to providing a high level of service to your internal and external clients. You are highly adaptable with a track record of success during times of growth and organizational change. You have a proven track record of developing trust and influence at multiple levels. You demonstrate an impactful and candid communication style. You have exceptional organizational skills with the ability to build effective working relationships with colleagues, management, and stakeholders. Why join Sentrex? We value our employees Our permanent full‑time employees are provided with a: Competitive Salary and generous vacation entitlement Wellness Program (5 paid days off for your well‑being) Paid Sick Days Competitive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD & Employee/Dependent Life Insurance Employee & Family Assistance Program RRSP Matching Program Sentrex Health Solutions is proud to be an equal opportunity employer demonstrated by our commitment to diversity, inclusion, belonging, equity, and accessibility. We provide a safe space for all team members to express their individuality within our corporate culture. We encourage you to apply and accept all applications. We realize that not every candidate will meet every single desired qualification. If your experience looks a little different from what we have identified and you think you can bring value to the role, we would love to learn more about you Accommodations can be made available upon request for those candidates taking part in the selection process. Sentrex hiring managers may use artificial intelligence tools to assist them in the recruitment process. #J-18808-Ljbffr