Manager, Customer Service, Pharmacy & Medical

Salary Range: $112,280 - $168,420 per annum Reason for Job Posting: Vacancy Supply Ontario (SO) is seeking a strategic and customer-focused leader to oversee the delivery of pharmaceutical and medical supply programs and services that support Ontario's healthcare system and broader public sector. In this role, you will lead the planning and management of pharmaceutical and medical supply consulting, customer service, and operational support programs that provide vaccines, medications, medical supplies, and forms to healthcare facilities, correctional institutions, long-term care homes, Ontario ministries, provincial agencies, broader public sector organizations, and authorized healthcare providers. This team delivers an essential government service and plays a critical role in Ontario's emergency preparedness and response framework. As a key member of the leadership team, you will provide operational and product-related expertise on pharmaceutical and medical supply programs, support the implementation of new government initiatives related to publicly funded vaccines and drugs, and work closely with internal and external partners to ensure effective, efficient, and client-focused service delivery. You will also facilitate collaboration with qualified healthcare professionals on matters requiring clinical or regulated pharmacy expertise. Your key responsibilities will include: Leads a professional, technical and administrative advisory and communication network to encourage expanded and cost-effective utilization of resources and services. Develops and fosters a consultative network among the program staff, clients and stakeholders to ensure the development and implementation of best practices, programs and services. Ensures a quality product line, in keeping with British Pharmacopeia, United States Pharmacopieia, Health Canada and Ontario Drug Benefits interchangeability standards, by developing and reviewing product lines and specifications, in collaboration and consultation with clients and stakeholders. Conducts research, engages stakeholders, develops recommendations, and coordinates professional input to support product line enhancements and service improvements. Participates in and contributes to the establishment and maintenance of a 24 hour on-call system to ensure access to the Government Pharmaceutical and Medical Supply Service during public health emergencies or disasters. Represents the branch on the Ministry Action Groups and Pandemic Influenza Planning committee for planning of the ministry's and or provincial Emergency Response Plans e.g. pandemic influenza, smallpox and bio-terrorism plans. Leads the planning and delivery of pharmaceutical and medical supply consulting and customer support services, ensuring alignment with operational objectives, service standards, and accountability requirements. Oversees the planning and rollout of new vaccine and drug programs, working with stakeholders to ensure successful implementation, resource management, financial reporting, and responsive client service. Leads continuous improvement initiatives and supports the implementation of new vaccine and drug programs through strategic planning, stakeholder engagement, and policy development. Leads and manages a team(s) in the delivery of a program or service operation and contributes to financial, business, strategic planning and evaluation processes. Promotes a values-based and inclusive team. Develops and sustains internal and external stakeholder relationships to coordinate shared interests. Successful candidates will demonstrate the following: University degree in Business Administration, Supply Chain, Life Sciences, or a related field or equivalent work experience. Advanced degree or certifications in leadership, supply chain, or quality systems, an asset 6-8 years of customer service or customer operations experience is required, preferably within pharmaceutical, healthcare, or other regulated industries 5+ years of people management experience leading customer service or operations/logistics teams is required. Strong experience working within ERP systems (e.g., SAP) is required Strong experience working with 3PL, within the Canadian pharmaceutical market an asset. Experience in customer service with Innovative Medicines, Brands, Generics and Biosimilar sectors an asset. Knowledge of public sector policies, service delivery models, government programs, and applicable regulatory requirements. Experience planning, implementing, and evaluating programs, services, and operational initiatives that align with organizational goals and priorities. Strong financial and resource management skills, including budgeting, forecasting, asset management, contract management, and vendor oversight. Expertise in project management and change management, with the ability to lead complex initiatives and drive continuous improvement. Knowledge of pharmaceutical and medical supply operations, including procurement, inventory management, distribution, customer service, and supply chain practices. Understanding of healthcare programs, vaccine and drug distribution, and the unique operational requirements of the public and health sectors. Familiarity with pharmaceutical regulations, Health Canada requirements, and industry standards related to drugs, vaccines, biologicals, and medical supplies. Strong analytical and problem-solving skills, with the ability to identify risks, evaluate options, develop innovative solutions, and make sound recommendations. Experience developing operational plans, performance measures, service standards, and resource strategies to achieve business objectives. Demonstrated ability to lead the implementation of new programs, services, and operational initiatives involving multiple stakeholders. Strong stakeholder management skills, with experience building and maintaining collaborative relationships across government, healthcare organizations, suppliers, and public sector partners. Excellent communication, presentation, and influencing skills, including the ability to prepare briefing materials, policy recommendations, reports, and presentations for senior leadership. Knowledge of emergency management, business continuity planning, or emergency response programs is considered an asset. Proficiency with business applications, reporting tools, and operational management systems. Supply Ontario offers a competitive compensation package including benefits and defined benefit pension plan. The selected candidate will be required to reside and work in Ontario and be legally eligible to work in Canada. Candidates are required to provide references for verification, and to complete a criminal background check. Details will be provided through the application process. HOW TO APPLY: Please apply by September 10, 2026. We thank all applicants for their interest, however, only those selected for further consideration will be contacted. Supply Ontario endeavors to promote the principles of diversity and inclusion in all of our policies, practices, and the way we do business while ensuring compliance to the Canadian Human Rights Act and the Ontario Human Rights Code. We are committed to building a team that reflects the communities we serve, and to promoting a diverse, inclusive, accessible, respectful, and equitable workplace. We invite applications from all interested and qualified individuals, from all backgrounds, and walks of life. Your experiences are valuable, and we’re excited to learn how you might be able to lend your skills to further Supply Ontario’s mission and achieving its vision. At Supply Ontario, we recognize and value the exceptional skills, dedication, and diverse perspectives that veterans bring to the workforce. We strongly encourage veterans to apply to join our team. We are committed to providing employment practices and accommodation that are in compliance with the Accessibility for Ontarians with Disabilities Act and the Human Rights Code. If you require accommodation at any stage of the recruitment process including in relation to the materials and processes to be used, please notify Human Resources at Talent Acquisition (CSCO) [email protected]. If you request accommodation, Human Resources will consult with you to provide or arrange for suitable accommodation in a manner that takes into account your accommodation needs.

Lead the planning and delivery of pharmaceutical and medical supply consulting and customer support services for Ontario's healthcare system. Oversee the rollout of vaccine and drug programs while managing a professional team and maintaining stakeholder relationships.

Requires a university degree in Business, Supply Chain, or Life Sciences with 6-8 years of customer operations experience and 5+ years of people management. Proficiency in ERP systems like SAP and knowledge of pharmaceutical regulatory standards are essential.

• Benefits • Defined Benefit Pension Plan

• SAPSouhaitée
• Change ManagementSouhaitée
• ERP systemsSouhaitée
• Gestion de la chaîne d’approvisionnementSouhaitée
• Policy developmentSouhaitée
• Gestion de projetSouhaitée
• Gestion des stocksSouhaitée
• Stakeholder ManagementSouhaitée

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• People Management
• Customer Service Operations
• Supply Chain Management
• ERP Systems
• SAP
• Stakeholder Management
• Project Management
• Change Management
• Financial Budgeting
• Vendor Oversight
• Pharmaceutical Regulations
• Emergency Preparedness
• Inventory Management
• Strategic Planning
• Policy Development
• Resource Management

• Government & Public Sector
• Management & Leadership
• Healthcare
• Logistics
• Customer Service & Support

Formation minimale

Baccalauréat

Expérience minimale

5+ ans

Postuler avant le

26 sept. 2026

Langue de l’offre

anglais

Heures de travail

40 heures par semaine

Niveau d’expérience

Mid-Senior level

Mode de candidature

La candidature directe est offerte