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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 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 excellent 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 important? 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 do

Own national retail specialty operations performance and governance

Oversee resolution of day‑to‑day operational issues related to specialty programs to ensure excellence and value optimization





Serve as the senior escalation point for retail specialty operations, ensuring timely and effective issue resolution

Oversee the national retail specialty support experience

Act as a key liaison between Specialty Health Network, retail operations, external partners, and cross‑functional corporate teams

Monitor therapy initiation timelines and continuity patterns to safeguard patient access

Lead readiness and operationalization of new retail‑facing specialty initiatives during launch and ongoing operations

Establish feedback mechanisms with Associate Owners and pharmacists to continuously refine specialty support

Oversee development and maintenance of retail‑facing communications and training materials to enable confident execution

Present and coordinate national or regional specialty updates and performance discussions

Drive continuous improvement initiatives to simplify workflows, reduce operational burden, and elevate the retail specialty experience

Partner cross‑functionally to develop new processes that strengthen retail specialty service delivery

What you bring

Senior retail, pharmacy, healthcare, or operations leader with experience owning performance across complex, multi‑site environments

Deep understanding of how centralized support structures impact front‑line retail execution

Proven experience managing escalations, service standards, and operational governance frameworks





Strong appreciation for patient continuity, reimbursement complexity, and specialty pharmacy workflows

Data‑informed leader capable of translating operational insight into measurable improvement

Credible and collaborative partner to executive leadership, Associate Owners, and cross‑functional teams

Comfortable leading in environments with high complexity and evolving processes

Exceptional communication, organizational, and leadership capabilities

Ability to balance operational urgency with long‑term strategic refinement

Why work at Shoppers Drug Mart

Act as a performance leader and strategic partner to Associate Owners, gaining unique experience in the retail healthcare industry with an award‑winning national brand

Benefit from a purchase discount program, competitive pay, and online learning through the Academy

Take ownership of your work and find more ways to care about your work, co‑workers, customers and community

Hybrid role: 4 days in office and 1 day work‑from‑home option

If you are responsive to change, open‑minded, and ready to lead in a fast‑paced retail healthcare environment, we encourage you to apply

Employment Details Employment Type: Full time

Type of Role: Regular

Equal Opportunity Employer Shoppers 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.

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📌 Director, Specialty Retail Pharmacy Operations & Experience (Mississauga)
🏢 Shoppers Drug Mart Specialty Health Network
📍 Mississauga