Operational Manager - Remote

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.

• 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 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.

• 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

• Post-Secondary degree or diploma in Health Science
• 2-3 years of management experience
• 3+ years of…