Referred applicants must not apply directly to this role. All referred applicants must use their unique referral link generated when they are referred by an existing colleague.

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?

Specialty Health Network (or SHN, as we call ourselves) is a growing division of Shoppers Drug Mart, with a strong 
entrepreneurial spirit. We pride ourselves in having an awesome work culture and fun environment! We offer 
competitive salaries, a great benefit package, Shoppers Drug Mart discount, Goodlife gym discount, RRSP/Pension 
plans, Employee share ownership plan, professional training and development and many more perks! 
Shoppers Drug Mart was acquired by Loblaw in 2014, the largest employer in Canada – making your career 
opportunities within our larger organization endless! 
Shoppers Drug Mart Specialty Health Network supports our retail stores to provide the best patient care to 
patients who require specialty drugs. We provide patient support programs for specialty drug therapies, providing 
physicians with resources to manage their patients, facilitating reimbursement, and enhancing patient compliance. 
We deliver superior customer service to patients, healthcare providers and pharmaceutical manufacturers to 
improve healthcare outcomes for all stakeholders.
You will oversee the planning, implementation, execution and tracking of program deliverables and projects and 
ensure the program team successfully delivers the desired result on time and with the most efficient resources. 
The Program Manager will lead the organization and execution of both internal and external program deliverables 
including various project initiatives. Leadership of key client projects will be in partnership with a Senior Program 
Manager.

Accountabilities
• Responsible to manage the operational team to ensure all operational Service Level Agreements 
(SLAs) and KPIs for the client and department are achieved 
• Oversee operational process and workflow to ensure patient, scheduling, and coordination of 
prescription to SDM stores are aligned with business objectives and client & patient satisfaction
• Provide a consistent, effective operating structure for program teams
• Responsible for program insights, KPIs and strategies (eg, Rx Retention)
• In partnership with Senior Program Manager, manage communication with clients
• Leadership of stakeholders to ensure understanding and ownership of deliverables
• Organize internal and external resources
• Identify risks and communicate appropriately with senior management to develop risk mitigation 
plan
• Ensure business decisions are made in consultation with appropriate representation from all 
impacted functional areas
• Facilitate meetings to keep team members engaged, motivated, and on task
• Provide a collaborative environment for issues to be discussed and resolved effectively and 
appropriately, and with buy-in from all stakeholders
• Manage the effective utilization of resources assigned to the program team, and proactively 
communicate resource capacity and shortages
• Develop and maintain relationships with clients and stakeholders

• Support Senior Program Manager with various internal and external deliverables including 
support in facilitating team training and program enhancements
• Responsible to oversee and support the team to be a patient advocate, exploring all options for 
funding of medications, determine coverage details, advise on initiating appeals and managing 
reimbursement escalations to facilitate a successful outcome of the reimbursement process.
• Responsible to drive a culture of excellence and continuous improvement
• Coaching and team performance, and monitoring calls for quality assurance 
• Understands the molecule(s) in full detail
• Report all Adverse Events (AE) and Product Technical Complaints (PTC) immediately or as soon as 
possible upon becoming aware of the event as per current policies and procedures.

Job Qualifications
• 5+ years in a Supervisory/Management role
• 3+ years’ experience in a contact center leading a team (reimbursement and/or program management 
preferred) 
• Proven experience developing and coaching a team
• Patient Support Program experience 
• Demonstrated leadership and engagement capabilities
• Outstanding organizational and time management skills
• Excellence in assessment, communication, critical thinking & decision making
• Ability to effectively communicate across multiple levels of the organization 
• Computer skills, including MS Project and Visio
• Client-facing experience
• University degree or equivalent industry-related experienc

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.