Apply on Kit Job: kitjob.ca/job/2ep8ky

Bilingual (French/English) Senior Manager of Patient Experience

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Industry: Healthcare / Pharmacy Contact Center Operations/ US based pharma company

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Remote call centre environment, managing team of 5-7 agents

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About

nWe're transforming the way people experience healthcare by making prescription access and support simpler, faster, and more personalized. Our mission is to create a seamless experience for every patient, provider, and partner through creative pharmacy solutions and high-touch service. We are a fast-moving, mission-driven organization focused on improving access, adherence, and outcomes across the healthcare ecosystem.n

Position Overview The Senior Manager of Patient Experience – Canada will serve in a critical leadership role responsible for overseeing patient experiences strategy, partner performance, and service delivery for the companies Canadian programs. This role will lead high-impact client relationships while ensuring operational excellence across patient and partner support models.

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This individual will work cross-functionally with operations, pharmacy, analytics, product, and engineering teams to drive measurable business outcomes, improve customer satisfaction, and support strategic growth in the Canadian market. The ideal candidate brings strong leadership experience in call center operations, along with a background in healthcare, pharmacy, or a related regulated environment.

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This leader must be highly strategic, data-driven, and experienced in managing complex partner relationships while building scalable processes that support both business performance and exceptional patient experiences.

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How You’ll Drive Impact

n● Lead the patient experience function for strategic Canadian programs, ensuring strong execution, partner satisfaction, and measurable business results.n

● Own senior-level relationships with key partners, acting as a trusted advisor and escalation point for complex issues and strategic opportunities.

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● Develop and execute account strategies that align client goals with operational capabilities, performance metrics, and long-term growth plans.

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● Partner closely with Operations, Product, Pharmacy, and Analytics teams to optimize service delivery and drive continuous improvement.

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● Oversee reporting, business reviews, and performance discussions, translating data into transparent recommendations and action plans.

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● Manage, coach, and develop team members responsible for patient experience, account management, or program execution.

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● Identify risks, trends, and opportunities across partner programs and proactively implement solutions to improve outcomes.

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● Support expansion efforts in Canada by helping design scalable workflows, service models, and support strategies tailored to market needs.

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● Foster a culture of accountability, proactive communication,



and high-quality customer partnership across the organization.

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Qualifications

n● 5+ years of progressive experience in customer success or patient experience, account management, program management, or contact center leadership.n

● Familiarity with pharmacy services, patient support programs, or healthcare navigation models is highly preferred

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● Qualified Pharm Tech is preferred.

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● Must be fully bilingual - French and English

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● Required experience in call center or contact center environments, including leadership of customer-facing teams and service operations.

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● Required background in healthcare, pharmacy, or another regulated healthcare-related industry.

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● Experience leading strategic customer or partner relationships in a complex operating environment.

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● Strong understanding of performance metrics, KPIs, service delivery models, and operational reporting.

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● Demonstrated ability to influence cross-functional teams and drive initiatives from strategy through execution.

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● Excellent communication, relationship management, and problem-solving skills.

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● Experience supporting or leading programs in Canada is required.

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Preferred Leadership Profile

n● Strategic and executive-minded, with the ability to operate at both a high level and in the details.n

● Comfortable leading through change and building structure in fast-paced environments.

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● Strong people leader with experience mentoring teams and elevating performance.

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● Passionate about improving patient experiences and delivering results for partners.

Apply on Kit Job: kitjob.ca/job/2ep8ky

📌 Bilingual Senior Manager of Patient Experience (call centre/pharma industry) (Canada)
🏢 KellyConnect | Contact Center Solutions
📍 Canada