Operations Manager

Position Type: Full-time

Department: Patient Support Program

Work Location: Canada

Work Arrangement:     Remote

Work Hours: Monday to Friday, Standard Business Hours (EST)

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 Operations Manager reports directly to the Associate Director or Director, PSP, and collaborates closely with cross-functional partners. This role is responsible for the day-to-day oversight and operational management of the Team Supervisors, ensuring alignment with program goals, KPIs, and performance standards. The Operations Manager plays a key role in maintaining operational excellence through consistent quality standards and efficient delivery of patient and clinic support services. Ultimately, this position supports a seamless, positive, end-to-end patient journey.

A Day in the Life (What you will do here):

• Oversee the operational activities within each pod.
• Implement new strategies to improve patient experience within the PSP.
• Operationalize Program objectives within each pod, ensuring alignment with overall PSP goals.
• Collaborate with Program Manager, Data management and Project Management teams via the feedback loop to drive continuous improvement
• Manage, lead and support a team of supervisors and support staff by providing guidance, coaching, and mentorship to foster cohesion and high performance.
• Set and monitor performance expectations, conducting regular evaluations and feedback discussions to support development and accountability. Cultivate a positive, collaborative team culture that encourages teamwork and professional growth.
• Develop and implement operational strategies to optimize patient support service delivery, streamline processes, and improve efficiency.
• Monitor and analyze Key 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.
• Identify and execute process improvement initiatives based on data insights, staff feedback, 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.
• Additional duties as requested by the Manager.

What you need to ensure you are set up for success:

• Post-Secondary degree or diploma in Health Science
• 2-3 years of people  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
• Experience in immunology and/or dermatology is an asset
• 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
• RRSP Matching Program
• Employee & Family Assistance 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.

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