Director, Pharmacy Operations

Pillway is Canada’s pharmacy infrastructure company. We operate licensed pharmacies in Ontario, British Columbia and Manitoba and power digital pharmacy programs for some of the country’s largest health insurers. Patients get their medications delivered to their door. Our partners get a pharmacy experience under their own brand. Behind both sits one operation that has to run with precision every day. We are scaling that operation, and this role is the person who runs it.
The RoleThis is a hands‑on operating role, not an oversight role. You own day‑to‑day pharmacy operations across all three provinces, from prescription intake and processing through dispensing, packaging, fulfillment and shipping. You lead the Pharmacy Managers at each site and our intake and processing team, you build the operating model that every site runs on, and you own the numbers.
You report to the Chief Administrative Officer and work alongside the Chief Pharmacist and the Director of Pharmacy Compliance. Dispensing and clinical governance remain with the Pharmacy Managers as Designated Managers at each site. Your job is to build and run the operation so they can do theirs well.
What you will ownDaily operations across Ontario, BC and Manitoba.Intake, processing, adjudication, dispensing, packaging, fulfillment and shipping, on time and accurate, every day.
The team.The Pharmacy Managers at each site and the Intake and Processing team lead report to you. You hire, set expectations, develop people and manage performance.
The operating model.Workflows, SOPs, templates, handoffs and role definitions. You build it, document it and make it consistent across every site.
Throughput and service levels.Turnaround time, same‑day fulfillment, accuracy and rework, and the daily rhythm that keeps work moving through the day instead of piling up at the end of it.
Staffing and capacity.Scheduling, shift coverage, pharmacist‑to‑assistant ratios and labour productivity.
The numbers.Operational KPIs, the dashboard, and a daily and weekly operating cadence. You own the metrics and the improvement plans behind them.
Automation and systems.Kroll workflow, automated dispensing (Parata, PacMed) and the operations side of new tooling, in partnership with our product and engineering teams.
Operational vendors.Couriers and logistics, packaging, automation and equipment: service levels and operational cost. You also hold a seat in formulary and purchasing discussions led by the Chief Pharmacist and CAO.
Patient experience, from the operations side.Work with our Customer Experience team on escalations, handoffs and response standards so pharmacy teams stay on their core work and patients get answers fast.
Compliance.With the Pharmacy Managers and the Director of Pharmacy Compliance, keep every site within provincial college requirements and our quality standards.
Partners.Contribute to service reporting and operational escalations for our insurer partners through the CAO, with more direct involvement as the role matures.
Your first 90 daysFirst 30:on the floor every day. Learn the flow end to end, meet every team, baseline the numbers.
By 60:operating model documented, leads aligned, KPI dashboard live, daily cadence running.
By 90:measurable improvement in turnaround and accuracy, and a plan to standardize the model across all sites.
What you bringLicensed pharmacistin good standing with a provincial college of pharmacists. Ontario required;
eligibility to registerin BC and Manitoba is an asset
6+ years of progressive pharmacy operations experience, including leading managers across multiple sites or in a high‑volume central‑fill or fulfillment pharmacy.
Hands‑on Kroll experience and experience with pharmacy automation(Parata, PacMed or equivalent). Required.
You have built or rebuilt an operation: designed the workflows, written the SOPs, restructured a team and delivered measurable results. Not just managed one that was already running.
Strong in workflow design, capacity planning, performance management and change management.
Comfortable on the floor, comfortable with data, direct in how you communicate.
An asset: centralized dispensing, mail‑order or technology‑enabled pharmacy;
experience working alongside product and engineering teams.
How we workWe are a growing company and this seat carries real authority and real accountability. Decisions get made quickly, with data, and reviewed in 90‑day cycles. If you are looking for a title, this is not it. If you want to build the operation that a national digital pharmacy runs on, it is.
Our Commitment to YouPillway supports a workforce of diverse backgrounds and encompasses policies and initiatives designed to help all employees feel welcomed and well‑equipped to succeed. We are an inclusive employer and provide accommodations for applicants with disabilities throughout the recruitment process. Please let us know if you require accommodation.
Pillway uses Workwolf’s AI‑enabled tools to sort and screen applications based on job‑related criteria. All hiring decisions involve human review.
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