About this role
Position Type: Full Time
Department: Patient Programs
Work Location: Quebec
Work Arrangement: Hybrid, Travel across Canada up to 50%
Work Hours: Standard Business Hours Monday to Friday
A proudly Canadian company, Sentrex Health Solutions is a fully integrated specialty distributor and patient support provider for pharmaceutical manufacturers, physicians, and their patients. We provide innovative solutions focused on ensuring patients have access and the support they need to maximize their treatment outcomes. We do this through strategic distribution models and patient support programs that are backed by powerful, integrated technology and experienced, cross-functional teams. Our core capabilities include Specialty Pharmacy Services, Customized Solutions for Warehouse, Wholesale & Distribution, Patient Support Programs, as well as HCP & Clinic Services.
Come and join our team! But first, let us tell you why we love working here:
• We are 100% Canadian with locations across the country
• State-of-the-art facilities to provide high-quality products and services
• The opportunity to be a part of a winning, high-performing team
• Collaborative, engaging workplace culture – we are passionate about our people!
• Flexible working environment that promotes a healthy work-life balance
• Diverse and inclusive culture where your talent and commitment to excellence is welcomed and valued
• High-growth environment that provides opportunities for learning and growth supported by our Employee Development Program and industry-leading, in-house corporate training offered throughout the year
The Opportunity:
Reporting to the Associate Director, Operational Lead, the National Field Operations Manager serves as the dedicated national leader for all field-based Ophthalmology Patient Support Program (PSP) activities across Canada. This role is the single accountable owner for field execution quality, process consistency, and performance outcomes across the FCM team. The National Field Operations Manager drives the standardization and continuous improvement of field operations nationally, with a direct mandate to reduce unfill rates, improve HCP satisfaction and ensure FCMs are consistently meeting program and client expectations. Based in Quebec, this role provides embedded leadership in our most complex territory while maintaining national oversight across all regions. This role requires deep knowledge of PSP operations, field dynamics, client relationship management, and people leadership.
A Day in the Life (What you will do here):
Field Oversight & Performance Management
• Set the national field strategy, defining the vision, priorities, and multi-year roadmap for field operations across Canada and ensuring alignment with broader PSP program objectives and organizational goals.
• Provide dedicated national oversight of all field-based PSP activities, serving as the single accountable leader for field execution consistency, performance, and standards across all Canadian territories.
• Establish and lead structured, recurring touchpoints with Field Case Managers (FCMs) to review individual and regional performance against KPIs, patient engagement metrics, and program service delivery standards.
• Conduct regular ride-along visits and virtual field engagement to evaluate FCM execution, identify coaching opportunities, and ensure consistent application of program standards in the field.
• Actively monitor unfill rates at the FCM, clinic, and regional level; identify at-risk patients and hold
• FCMs accountable for timely follow-up, dose reconciliation, and patient retention activities to minimize revenue leakage.
• Troubleshoot complex field challenges, facilitating timely resolution through effective coordination with internal and external stakeholders across all territories.
• Ensure adherence to pharmacovigilance requirements by overseeing FCM reporting of Adverse Events and Serious Adverse Events (AE/SAEs) in accordance with approved SOPs.
National Process Standardization & Operational Efficiency
• Own the field-level client relationship, serving as the primary point of accountability for manufacturer partners on all field operations matters and building trusted, long-term partnerships that support program growth and retention.
• Identify process inconsistencies, inefficiencies, and duplication across territories; design and implement scalable solutions that improve national alignment and reduce operational burden.
• Partner with the Program Manager and Associate Director, Operational Lead to support the development and rollout of updated policies, tools, and best practices, ensuring consistent adoption across the field team.
• Generate, analyze, and present business reports and field performance metrics to surface national trends, track progress against KPIs, and drive data-informed operational improvements.
• Escalate and manage exceptions including staff non-adherence, territory execution gaps, and emerging risk areas, with clearly documented corrective action plans.
• Lead budget and resource planning for the national field function, including forecasting staffing needs, managing operational expenditures, and allocating resources to optimize coverage, performance, and cost-efficiency across all territories.
Client & Stakeholder Engagement
• Own the field-level client relationship, serving as the primary point of accountability for manufacturer partners on all field operations matters and building trusted, long-term partnerships that support program growth and retention.
• Act as the national-level field liaison, providing consolidated field performance updates, issue resolution, and strategic field insights.
• Support delivery against evolving client expectations, including manufacturer FCM-specific standards, ensuring the field team is consistently equipped, coached, and accountable to meet those requirements.
• Represent the national field perspective in client meetings, program reviews, and strategic discussions, ensuring field realities are accurately reflected in program planning and decision-making.
People Leadership & Team Development
• Provide direct leadership, coaching, and performance management to FCMs nationally, ensuring consistent achievement of quality standards, KPI targets, and program objectives across all regions.
• Lead national workforce planning activities including recruitment, onboarding, training, and development of field personnel, ensuring a standardized and high-quality onboarding experience.
• Identify individual and team performance gaps; develop and implement targeted improvement plans, engaging additional resources as needed and maintaining alignment with program and organizational objectives.
• Support supervisory efficiency by providing the management layer necessary to increase supervisor reporting ratios, freeing supervisory bandwidth for higher-value program activities.
• Undertake additional duties as assigned, aligned with direction from the Associate Director, Operational Lead and evolving operational priorities
• Additional duties as assigned by the manager.
What you need to ensure you are set up for success:
• University degree in healthcare, life sciences, business, or a related discipline; Master's degree (MBA, MHA, or equivalent) considered a strong asset.
• Minimum 8–10 years of progressive leadership experience, including at least 5 years in senior management roles, preferably within a Patient Support Program (PSP), pharmaceutical, specialty pharmacy, healthcare services, or related industry environment.
• Demonstrated success leading national, geographically dispersed field teams and large-scale operational functions, with deep understanding of the strategic, operational, and compliance requirements of PSP field-based service delivery.
• Proven experience designing, implementing, and optimizing national operating models, driving standardization, scalability, and operational excellence across multiple regions, business units, or territories.
• Extensive knowledge of PSP service offerings, reimbursement pathways, patient assistance programs, privacy requirements, contractual obligations, and industry regulations.
• Strong track record of leading organizational change initiatives, transforming operations, driving continuous improvement, and fostering a high-performance, accountable culture.
• Experience serving as a strategic partner to pharmaceutical manufacturers and senior client stakeholders, with demonstrated ability to manage complex client relationships and support business growth objectives.
• Proven ability to collaborate and influence across cross-functional teams, including Operations, Patient Services, Quality, Compliance, Business Development, and Executive Leadership.
• Exceptional leadership, coaching, and talent development capabilities, with experience building succession pipelines and developing future leaders.
• Strong business acumen and analytical capabilities, with experience leveraging operational metrics, field performance data, and market insights to inform strategic decision-making and resource planning.
• Advanced proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Outlook) and experience working with CRM, patient management, workforce management, or case management platforms.
• Excellent communication, presentation, and stakeholder management skills in both English and French; bilingualism is required.
• Must be based in Quebec or willing to relocate to Quebec.
• Valid driver's licence and ability to travel nationally as required.
What makes you a great fit for this team:
• Your commitment to providing a high level of service to your internal and external clients.
• You are highly adaptable with a track record of success during times of growth and organizational change.
• You have a proven track record of developing trust and influence at multiple levels.
• You demonstrate an impactful and candid communication style.
• You have exceptional organizational skills with the ability to build effective working relationships with colleagues, management, and stakeholders.
Why join Sentrex?
We value our employees! Our permanent full-time employees are provided with a:
• Competitive Salary and generous vacation entitlement
• Wellness Program (5 paid days off for your well-being!)
• Paid Sick Days
• Competitive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD & Employee/Dependent Life Insurance
• Employee & Family Assistance Program
• RRSP Matching Program
Sentrex Health Solutions is proud to be an equal opportunity employer demonstrated by our commitment to diversity, inclusion, belonging, equity, and accessibility. We provide a safe space for all team members to express their individuality within our corporate culture.
We encourage you to apply and accept all applications. We realize that not every candidate will meet every single desired qualification. If your experience looks a little different from what we have identified and you think you can bring value to the role, we would love to learn more about you!
Accommodations can be made available upon request for those candidates taking part in the selection process.
Sentrex hiring managers may use artificial intelligence tools to assist them in the recruitment process.