Senior Manager, Program Implementation

JOB SUMMARY
The Senior Manager, Program Implementation provides centralized leadership and oversight for all Patient Support Program (PSP) implementation activities across the BSRx division, including Patient Support Services (PSS), Infusion Clinic Network (ICN), Pharmacy, and DEX Wholesale. Reporting to the Director of Strategic Business Alignment, this role blends strategic leadership with hands-on execution to ensure programs are implemented consistently, efficiently, and in full alignment with contractual, operational, and regulatory requirements set by Bayshore and its clients. The Senior Manager leads and develops a team of implementation professionals while managing a growing pipeline of complex program launches, and is accountable for end-to-end delivery, including planning, scope and change management, resource coordination, and evaluation. This role also ensures effective stakeholder engagement, accurate assessment of timeline and cost impacts, and the incorporation of clinical best practices to align program design 
with client needs, ultimately delivering a consistent, high-quality implementation experience for both internal stakeholders and external partners.

DUTIES AND RESPONSIBILITIES

1. Implementation Delivery Oversight
• Lead and provide end-to-end oversight of all Patient Support Program (PSP) implementations for and including but not limited to, new programs, transitions, enhancements
• Ensure all implementations are delivered within scope, defined timelines and in alignment with all contractual and regulatory requirements and obligations. 
• Primary point of contact for complex and high-risk implementations
• Own and lead project planning, execution, and go-live readiness across programs and guide prioritization across multiple concurrent implementations

2. Team Leadership & People Management
• Lead and develop a team of implementation specialists 
• Drive performance and accountability of the team including coaching, mentorship, and capability development
• Manages workload across the team, based on but not limited to program complexity, timelines, resource capacity
• Support onboarding and integration of new team members

3. Operational Governance & Standardization
• Develop and enforce consistent implementation practices across programs: 
o project planning methodology
o templates (SOPs, WIs, timelines, trackers)
o status reporting and communication, enhancement of implementation frameworks ad tools
• Drive continuous improvement of implementation processes and documentation
• Develop and own quality, completeness, and consistency of deliverables across all implementation programs.

4. Stakeholder & Cross-Functional Leadership
• Serve as the primary internal point of contact for implementation delivery across, but not limited to, PSS, Pharmacy, ICN, DEX, and IT.
• Support Implementation Managers and Specialists in managing complex client relationships
• Cross-functional leader for internal stakeholders on priorities, timelines, and resource requirements
• Manages and escalate key risks, dependencies, and capacity constraints to SLT with recommended solutions

5. Strategic & Operational Planning
• Support the Director in strategic deliverables such as implementation capacity planning, pipeline management, resource forecasting
• Identify opportunities to: 
o improve time-to-launch
o increase efficiency
o enhance scalability of the implementation model leveraging technology, process engineering and automation
• Provide strategic insights into business development activities, including RFP support, feasibility assessments and delivery planning considerations

6. Continuous Improvement & Knowledge Leadership
• Drive documentation and sharing of implementation learnings across the team
• Promote best practices in program design, operational execution, stakeholder engagement
• Contribute to corporate knowledge and evolving implementation strategy
• Work with BSRx Management, Pharmacy and the Clinical/Quality team to understand the process implications of a products requirements for PSS programs.
• Complete other tasks as required by BSRx Management.

QUALIFICATIONS
• A bachelor’s degree in business management, Healthcare Administration and/or an equivalent combination of experience and education is required.
• Preference will be given to applicants with PMP designations.
• A minimum of 8 years of program implementation related experience in healthcare/pharmaceutical related field.
• Strong communication and interpersonal skills.
• Preference will be given to applicants with Business Administration/Project Management/Change Management background.
• Proven customer relationship and/or account management skills with direct client interaction.
• Experience launching new patient support programs (medium and large) within a healthcare organization.
• Experience working with specialty pharmaceuticals and a strong understanding of home healthcare.
• Extensive experience working with clinical teams to develop and implement new solutions and processes.
• Experience with and an understanding a variety of roles within a Patient Support programs, Specialty pharmacy, Reimbursement services.
• Strong Project Management experience with an ability to manage multiple deliverables under competing timelines.
• Ability to work cross functionally in an organization and across various levels.
• Ability to handle difficult and stressful situations with diplomacy and ease.
• Must maintain relevant level of knowledge of ICH (International Conference on Harmonization) GCP (Good Clinical Practice) and Health Canada GVP (Good Pharmacovigilance Practices) guidelines as applicable to patient program development.
• Bilingual (English and French) is an asset.