Director, Specialty Retail Pharmacy Operations & Experience

Location:

1685 Tech Ave, Mississauga, Ontario, L4W 0A7

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 1,300 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.

Why this role is 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. 

Why work at Shoppers Drug Mart?

Acting as consultants, supporting internal customers and the Associate-Owners, you will get experience unique to the retail 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 to continually strengthen our culture.  We believe great people model our values, are authentic, build trust and make connections. 

If that sounds like you, and you are open-minded, responsive to change and up to the challenges provided in a fast-paced retail environment, apply today. 

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 have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.

In addition, we believe that compliance with laws is about doing the right thing.  Upholding the law is part of our Code of Conduct – it 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.

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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