Operations Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Directly report to the Director of PSP and collaborate closely with the cross-functional team.

• Design, implement, and enhance essential operational processes and workflows in accordance with departmental goals and compliance standards.

• Create and oversee work instructions, standard operating procedures (SOPs), toolkits, and guidance documents for cross-functional teams.

• Manage cross-functional compliance documents, resources, and tools effectively.

• Develop and deliver training sessions on new and updated operational processes and resources.

• Collaborate with internal stakeholders to ensure accuracy, integration, and alignment of processes and documents with organizational standards.

• Provide strategic insights into Patient Programs operations while identifying opportunities for enhancing efficiency, quality, and scalability.

• Participate in the launch of new programs and operational change initiatives.

• Monitor and report on key process performance indicators, identifying trends and areas for improvement.

• Engage in internal PSP meetings and external client communications as needed.

• Evaluate departmental operational metrics and offer strategic insights along with critical action items.

• Work alongside Program Managers and cross-functional teams on various projects.

• Offer guidance, coaching, and support to ensure team cohesion and optimal performance.

• Cultivate a positive and collaborative work environment.

• Develop and execute operational strategies to enhance patient support service delivery.

• Implement continuous improvement initiatives driven by feedback, data analysis, and industry best practices.

• Formulate strategies aimed at improving both patient and client experiences.

• Identify training requirements and assist in the development and facilitation of training programs.

• Support additional duties as assigned by the manager.

⛳️ Requirements

• Post-secondary degree or diploma in Health Science.

• 2-3 years of management experience.

• Over 3 years of experience in Patient Support Programs.

• Proven experience in writing and managing work instructions, SOPs, and operational documentation.

• Experience in supporting program launches or significant operational change initiatives is an advantage.

• Strong leadership and management capabilities.

• Excellent problem-solving and analytical skills.

• Highly organized and efficient in task management.

• Experience in coordinating and managing projects.

• Ability to thrive in a fast-paced work environment.

• Effective and practical communication abilities.

• Capability to handle multiple projects with competing deadlines simultaneously.

• Comfortable communicating with various levels of management.

• Bilingualism in English and French is an asset.

🏝️ Benefits

• Competitive salary.

• Generous vacation entitlement.

• Wellness Program (5 paid days off for your well-being!).

• Paid sick days.

• Comprehensive benefits package including dental and extended health benefits, AD&D, LTD, and employee/dependent life insurance.

• RRSP matching program.

• Employee and Family Assistance Program.