Operations Manager - Remote

Operations Manager (Hybrid - Markham, ON)

Join to apply for the Operations Manager (Hybrid - Markham, ON) role at Sentrex Health Solutions
.

• Position Type: Full-time
• Department: Patient Support Program
• Work Location: Hybrid
• 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

• 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.
• 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.

• 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

• Your…