Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.Hiring Range / Échelle salariale à l’embauche :$128,000.00 - $176,000.00 / 128.000,00$ - 176.000,00$ (per year / par an)Location:1685 Tech Ave, Mississauga, Ontario, L4W 0A7At 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 a talented team that champions collaboration, kindness and inclusivity. Join our team, and help recognize a healthy future for your career and for all Canadians.Why this role is key?The Specialty Health Network by Shoppers supports our retail stores to provide exceptional care to patients requiring specialty therapies. As specialty continues to grow in scale and complexity, strong operational leadership and performance governance are critical to ensuring retail teams are supported and patients receive timely access to therapy. Reporting directly to the Senior Director, Specialty Retail & Pharmacy Operations, the Director, Specialty Retail Pharmacy Operations and Experience is accountable for safeguarding the retail specialty experience across the national network. The Director owns performance governance, manages store escalations, oversees therapy continuity processes,



and ensures specialty initiatives perform effectively in practice.What you’ll doOwn national retail specialty operations performance and governanceOversee resolution of day‑to‑day operational issues related to specialty programs to ensure excellence and value optimizationServe as the senior escalation point for retail specialty operations, ensuring timely and effective issue resolutionOversee the national retail specialty support experienceAct as a key liaison between Specialty Health Network, retail operations, external partners, and cross‑functional corporate teamsMonitor therapy initiation timelines and continuity patterns to safeguard patient accessLead readiness and operationalization of new retail‑facing specialty initiatives during launch and ongoing operationsEstablish feedback mechanisms with Associate Owners and pharmacists to continuously refine specialty supportOversee development and maintenance of retail‑facing communications and training materials to enable confident executionPresent and coordinate national or regional specialty updates and performance discussionsDrive continuous improvement initiatives to simplify workflows, reduce operational burden, and elevate the retail specialty experiencePartner cross‑functionally to develop new processes that strengthen retail specialty service deliveryWhat you bringSenior retail, pharmacy, healthcare, or operations leader with experience owning performance across complex, multi‑site environmentsDeep understanding of how centralized support structures impact front‑line retail executionProven experience managing escalations, service standards,



and operational governance frameworksStrong appreciation for patient continuity, reimbursement complexity, and specialty pharmacy workflowsData‑informed leader capable of translating operational insight into measurable improvementCredible and collaborative partner to executive leadership, Associate Owners, and cross‑functional teamsComfortable leading in environments with high complexity and evolving processesExceptional communication, organizational, and leadership capabilitiesAbility to balance operational urgency with long‑term strategic refinementWhy work at Shoppers Drug MartAct as a performance leader and strategic partner to Associate Owners, gaining unique experience in the retail healthcare industry with an award‑winning national brandBenefit from a purchase discount program, competitive pay, and online learning through the AcademyTake ownership of your work and find more ways to care about your work, co‑workers, customers and communityHybrid role: 4 days in office and 1 day work‑from‑home optionIf you are responsive to change, open‑minded, and ready to lead in a fast‑paced retail healthcare environment, we encourage you to applyEmployment DetailsEmployment Type: Full timeType of Role: RegularEqual Opportunity EmployerShoppers Drug Mart Inc. recognizes Canada’s diversity as a source of national pride and strength. We are committed to reflecting our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired. Compliance with laws and ethical standards is fundamental to our Code of Conduct and reinforces what our customers and stakeholders expect of us.#J-18808-Ljbffr

📌 Director, Specialty Retail Pharmacy Operations & Experience - $128,000 - $176,000 A Year (Toronto)
🏢 Shoppers Drug Mart
📍 Toronto