Director, Central Assist Operations

Location:

1685 Tech Avenue, 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?

We are hiring a Director, Central Assist - Central Pharmacy Services (CPS) 18 Month Contract to support the enterprise-wide retail pharmacy network in transforming pharmacy workflow through centralized support.

Reporting to the Senior Director of Customer Success and Innovation at CPS, the Director, Central Assist Operations is responsible for the strategic leadership, operational performance, and national oversight of multiple Central Assist teams within Central Pharmacy Services (CPS). The role provides end-to-end accountability for the delivery of centralized, non-production and cognitive pharmacy services, ensuring operational excellence, financial performance, regulatory compliance, and a consistent, high-quality experience for pharmacies and patients. The Director is accountable for achieving defined financial commitments, including EBIT savings targets, through operational efficiencies, productivity optimization, and the successful expansion of Central Assist programs across the country. As a key member of the CPS leadership team, the Director drives operational strategy, builds scalable processes, and ensures service quality and performance standards are maintained as programs grow nationally.

Nature and Scope

• The Director, Central Assist Operations provides strategic direction and leadership across multiple operational teams and programs nationally. The position requires a high degree of independent decision-making, financial accountability, cross-functional collaboration, and the ability to manage complex operations in a rapidly expanding business environment.

• The Director is responsible for translating CPS strategic priorities into operational plans, optimizing resource utilization, developing high-performing leadership teams, and ensuring sustainable business performance.

• The role has significant accountability for delivering measurable financial benefits, maintaining regulatory and quality standards, and successfully scaling Central Assist operations while minimizing operational risk and maintaining exceptional service to pharmacies and patients.

Job Description

What You’ll Do

1. National Operations Leadership & Strategic Execution

• Provide overall strategic direction and operational oversight for multiple Central Assist teams across the country.

• Develop and execute national operational strategies aligned with CPS and broader organizational objectives.

• Establish standardized operating models, performance expectations, and governance structures to ensure consistency across teams and programs.

• Lead operational planning, resource allocation, capacity management, and workforce optimization to support current operations and future growth.

• Establish and monitor key performance indicators (KPIs), including productivity, service levels, operational efficiency, and quality performance.

• Provide leadership and direction to operational managers and team leaders, ensuring accountability for business results and operational excellence.

2. Financial Accountability & EBIT Savings Delivery

• Own and deliver financial commitments associated with Central Assist operations, including targeted EBIT savings and productivity improvements.

• Develop and execute operational efficiency initiatives that generate measurable financial value for the organization.

• Partner with Finance and CPS leadership to establish financial targets, monitor performance, and identify opportunities to optimize operating costs.

• Ensure effective management of operational resources, staffing models, and capacity to maximize productivity and financial performance.

• Identify financial and operational risks and implement mitigation strategies to ensure commitments are achieved.

3. Program Expansion & Operational Scalability

• Lead the operational strategy and execution of Central Assist program expansion across the national pharmacy network.

• Develop scalable operational frameworks, processes, and staffing models to support the successful implementation of new programs.

• Partner with cross-functional teams to ensure operational readiness, resource planning, and seamless program implementation.

• Ensure expansion initiatives are delivered while maintaining established quality, productivity, and service standards.

• Identify opportunities to expand centralized pharmacy services and increase value delivered to pharmacies, patients, and the organization.

4. Quality Assurance, Compliance & Continuous Improvement

• Establish and maintain consistent quality management frameworks across all Central Assist operations.

• Ensure compliance with applicable pharmacy regulations, professional standards, and organizational policies and procedures.

• Drive continuous improvement initiatives focused on service quality, workflow optimization, productivity, and customer experience.

• Leverage operational data, performance metrics, and quality indicators to identify opportunities and drive strategic improvements.

• Establish appropriate risk management and escalation processes to proactively address operational challenges.

• Ensure service quality and patient safety remain priorities throughout operational growth and program expansion.

5. People Leadership & Cross-Functional Collaboration

• Build, develop, and lead high-performing operational leadership teams, fostering a culture of accountability, collaboration, and continuous improvement.

• Establish talent development, succession planning, and leadership capability-building strategies to support sustainable growth.

• Partner with senior leaders across CPS, Pharmacy Operations, Finance, Human Resources, and other business functions to deliver enterprise-wide objectives.

• Influence strategic decisions related to operational investments, program expansion, resource requirements, and service delivery models.

• Champion organizational change and drive adoption of new processes, technologies, and operating models.

• Represent Central Assist Operations in strategic planning discussions and leadership forums.

What You’ll Need

• Education & Professional Qualifications

• Mandatory: Must be a licensed pharmacist in good standing with the Ontario College of Pharmacists (Part A), with current professional liability insurance.

• University degree in Pharmacy (BScPhm or PharmD) from a recognized institution.

• Significant progressive leadership experience in pharmacy operations, preferably within centralized pharmacy services or large-scale healthcare operations.

• Advanced education in Business Administration, Healthcare Management, or executive leadership is considered an asset.

• Leadership & Professional Experience

• Significant progressive leadership experience in pharmacy operations, healthcare services, or large-scale operational environments.

• Demonstrated experience leading multiple teams, managers, or complex operational functions across multiple locations.

• Proven ability to develop and execute operational strategies that deliver measurable business and financial results.

• Experience managing budgets, productivity commitments, cost optimization initiatives, and financial performance targets.

• Demonstrated success leading large-scale operational transformation, program implementation, or national expansion initiatives.

• Strong understanding of pharmacy workflows, regulatory requirements, quality management, and patient safety.

• Shoppers Drug Mart retail pharmacy experience and familiarity with HealthWATCH are considered assets.

• Core Leadership Competencies

• Strategic thinking with the ability to translate business objectives into actionable operational plans.

• Strong financial acumen and demonstrated accountability for achieving financial and operational commitments.

• Exceptional leadership, coaching, talent development, and change management capabilities.

• Strong analytical and problem-solving skills with a data-driven approach to decision-making.

• Ability to influence and collaborate effectively with senior leadership and cross-functional stakeholders.

• Proven ability to manage competing priorities, navigate operational complexity, and deliver results in a fast-paced environment.

• Strong commitment to operational excellence, regulatory compliance, service quality, and patient safety.

• Exceptional verbal and written communication skills, with the ability to communicate effectively at all organizational levels.

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:

Temporary with Benefits (Fixed Term)

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.

Hiring Range / Échelle salariale à l’embauche :$128,000.00 - $176,000.00 / 128.000,00$ - 176.000,00$ (per year / par an)A candidate’s experience and knowledge as well as the geographical region in which the position is located may be factored into the pay a candidate receives for this position. This posting is for an existing vacancy. The Company uses artificial intelligence for the purpose of screening, assessing and/or selecting applicants for this position. / L’expérience et les connaissances d’un candidat ainsi que la région géographique dans laquelle le poste est situé peuvent être prises en compte dans la rémunération qu’un candidat reçoit pour ce poste. Cette offre d’emploi concerne un poste vacant existant. L’entreprise utilise l’intelligence artificielle dans le but de filtrer, d’évaluer et/ou de sélectionner les candidats à ce poste.

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