JOB SUMMARY
The Senior Manager, Strategic Initiatives reports to the Director, Program Excellence and Strategic Initiatives and is an individual contributor accountable for designing and implementing operational excellence strategies across Patient Support and Payor Solutions (PSS). The role translates business priorities, patient and client needs, and operational insights into practical, scalable solutions that improve service quality, efficiency, consistency, capacity, and business performance.
Working closely with Operations, Technology, Compliance, Implementation, Business Development, Pharmacy, Clinical, Data & Analytics, and Leadership teams, this position leads the design and implementation of improved workflows, service models, standards, governance, and
enabling technologies. The role establishes clear measures of success, embeds sustainable practices, and supports teams through adoption and stabilization.
The Senior Manager evaluates current-state performance, emerging technologies, industry trends, and improvement opportunities; facilitates discovery and future-state design; and converts findings into prioritized operational solutions. The role leads cross-functional implementation, validates that new processes and tools work as intended, monitors outcomes, and drives ongoing optimization.
In addition, this position contributes operational design expertise to proposals, strategic growth opportunities, and new program implementations by defining scalable service models, workflows, controls, performance measures, and implementation requirements aligned with organizational priorities, client expectations, regulatory requirements, and measurable business outcomes.
DUTIES AND RESPONSIBILITIES
Operational Excellence & Transformation
• Lead the identification, prioritization, and execution of strategic innovation initiatives across PSS, ensuring alignment with departmental and divisional goals, client needs, market opportunities, and industry trends.
• Own the development and maintenance of the PSS innovation roadmap, including initiative prioritization, tracking initiatives, milestones, business cases, dependencies, andoutcomes, and leadership reporting.
• Drive the implementation and adoption of approved strategic initiatives, ensuring project plans, governance structures, stakeholder engagement, communication activities, and success measures are effectively established and managed.
• Monitor and report on initiative progress, barriers, adoption, outcomes, and realized benefits, proactively identifying risks and providing strategic solutions to the Director and required stakeholders .
• Act as the strategic lead for PSS digital transformation initiatives, aligning cross-functional teams to support the design, implementation, adoption, and continuous improvement of digital solutions.
• Evaluate existing program workflows, service models, operational processes, patient journeys, external market trends, and competitive offerings to identify opportunities to improve efficiency, service quality, scalability, patient engagement, and competitive positioning.
• Lead discovery activities to develop a strong understanding of the end to end client, patient, and healthcare provider journey, including how services and processes connect from start to finish; proactively identify gaps, unmet needs, and improvement opportunities, and translate findings into innovative service offerings, program enhancements, or operational improvements.
• Partner with but not limited to, Operations, Technology, Data & Analytics, Pharmacy, Clinical, and Business Development teams to prioritize and advance the implementation of prioritized strategic initiatives, ensuring progress against defined objectives, resource needs, and expected business outcomes.
• Conduct thorough reviews of market trends, competitive activity, emerging opportunities, and potential risks to inform strategic recommendations. Develop and present comprehensive business cases that clearly assess investment requirements, expected return on investment (ROI), financial and operational impact, associated risks and mitigation strategies, implementation requirements, and measurable success criteria for innovation opportunities and strategic investments.
• Support the development of new service offerings and value-added capabilities that strengthen Bayshore's competitive position and support growth objectives.
• Maintain a comprehensive view of initiative performance and total business impact, considering headcount, workforce capacity, labour and overhead costs, technology and infrastructure requirements, operational dependencies, financial return, and service outcomes to ensure recommendations regarding optimization, scaling, further investment, or discontinuation are supported by a complete understanding of departmental/ divisional impact.
• Own the development and execution of implementation roadmaps and playbooks that provide a clear path from planning through implementation and adoption, including milestones, accountabilities, resource requirements, dependencies, risks and mitigation strategies, stakeholder engagement, and measures of success.
• Conduct ongoing reviews of industry best practices, competitor service offerings, and emerging healthcare technologies, providing recommendations regarding opportunities to strengthen Bayshore's service portfolio, client value proposition, and competitive positioning.
• Maintain oversight of a portfolio of strategic initiatives, providing regular executive-ready updates on project status, risks, resource requirements, benefits realization, and recommendations for next steps.
Operational Excellence Design & Implementation
• Conduct and document quarterly current-state assessments using operational data, stakeholder input, patient and provider feedback, and frontline observations to identify root causes, process variation, waste, risks, and improvement opportunities. Maintain accountability for translating findings into prioritized recommendations, defined actions, ownership, and measurable outcomes, with progress reviewed each quarter.
• Design future-state operating models, workflows, service standards, roles, controls, and escalation pathways that are practical, compliant, scalable, and centered on the patient and client experience.
• Translate business and client requirements into clear operational designs, including process maps, business rules, staffing and capacity assumptions, technology requirements, standard work, and performance measures.
• Lead implementation of approved operational improvements by aligning accountable owners, preparing teams and processes, validating readiness, and supporting launch, stabilization, and transition to business ownership.
• Establish operational excellence standards, governance routines, and repeatable improvement methods that strengthen consistency and accountability across programs.
• Define baseline measures, targets, and benefit-tracking approaches for quality, productivity, turnaround time, capacity, cost-to-serve, compliance, patient experience, and client outcomes.
• Monitor post-implementation performance, identify gaps between expected and actual results, and lead corrective actions, optimization, standardization, or scaling.
• Partner with but not limited to, Technology and Data & Analytics teams to ensure digital tools, automation, reporting, and data solutions are designed around operational needs and deliver measurable value.
• Facilitate cross-functional design decisions, resolve operational barriers, and influence leaders and subject matter experts toward standardized, sustainable solutions.
• Provide operational design expertise for RFPs, growth opportunities, and new program launches, ensuring all data, assumptions, projections, and operational inputs are thoroughly validated for accuracy and completeness, and that proposed solutions are executable, differentiated, and supported by realistic capacity, headcount, cost, control, and implementation requirements.
• Develop executive-ready recommendations, business cases, implementation roadmaps, and performance updates that enable timely decisions and sustained benefits realization.
• Champion, in collaboration with the Director, Bayshore’s culture of quality, compassion, reliability, teamwork, innovation, leadership, and personal growth through visible, proactive leadership.
• Must be able to identify and report Safety Events (Adverse Events, Product Quality Complaints, Special Situations) to relevant entities (eg. Health Canada, Med Info, PV team) and in conjunction with the Pharmacovigilance Department assures the identification, data collection into source system and third-party systems, processing and reporting of Safety Events are within contractual KPI’s and pharmacovigilance requirements.
• Other duties as assigned.
QUALIFICATIONS
• Strong operational excellence, process design, implementation, and continuous improvement capabilities, including the ability to assess performance, identify root causes, design practical solutions, define success measures, and influence sustainable adoption across stakeholders.
• Understanding of Patient Support Programs, reimbursement services, market access, payor solutions, or healthcare/pharmaceutical service environments.
• Demonstrated ability to interpret RFP requirements and coordinate the development of persuasive, compliant, and differentiated proposal responses.
• Excellent facilitation, organizational, and change leadership skills, with strong attention to operational detail, quality, and follow-through.
• Strong written, verbal, presentation, and influencing skills with the ability to communicate clearly with cross-functional teams, senior leaders, and external stakeholders.
• Ability to manage multiple concurrent proposals, strategic initiatives, timelines, priorities, and stakeholder expectations in a fast-paced environment.
• Ability to work collaboratively with writers, operations, compliance, technology, implementation, business development, and leadership teams.
• Knowledge of healthcare compliance, privacy, regulatory, and quality considerations relevant to patient support services is an asset.
• Strong analytical and problem-solving capabilities with the ability to identify risks, dependencies, and required follow-up actions.
• Proficiency with Microsoft Office applications and tools used for process mapping, workflow design, data analysis, performance reporting, and operational documentation.
• Demonstrated experience leading , implementing or managing digital transformation, innovation, process improvement, or strategic initiatives in a healthcare, pharmaceutical, patient support, specialty pharmacy, or related environment.
• Strong understanding of healthcare technology solutions, workflow automation, digital patient engagement tools, data analytics, artificial intelligence, and emerging healthcare innovations.
• Ability to evaluate new technologies and service models, develop business cases, influence prioritization decisions, and translate strategic concepts into practical operational solutions.
• Experience conducting market research, competitive intelligence, and opportunity assessments to identify emerging trends and service innovations.
• Demonstrated ability to lead through influence, mentor contributors, and align cross-functional stakeholders without direct reporting authority.
Education
• Degree in Business, Healthcare Administration, Life Sciences, Public Health, Marketing, Communications, or equivalent experience
Experience
• 7–10+ years of progressive experience in operational excellence, healthcare operations, service design, process improvement, transformation, patient support services, or a related role.
• Experience coordinating RFP responses, proposal submissions, client-facing materials, business cases, or strategic project documentation.
• Experience supporting healthcare, pharmaceutical, patient support, reimbursement, payor solutions, or market access programs is preferred.
• Experience designing and implementing end-to-end workflows, standard work, operating models, controls, performance measures, and continuous improvement plans.
• Experience working with cross-functional teams, including operations, compliance, technology, implementation, business development, and leadership stakeholders.
• Experience leading operational implementation, readiness, launch, stabilization, adoption, and transition to business ownership is an asset.
• Experience leading or managing strategic projects involving process redesign, digital transformation, system implementation, service innovation, or organizational change management.
• Experience evaluating technology solutions, vendors, and industry best practices to support business growth, operational efficiency, and innovation.
• Experience developing business cases, ROI assessments, strategic recommendations, and executive-level presentations.
• Experience influencing senior stakeholders, supporting governance forums, and driving accountability for strategic outcomes, adoption, and benefits realization
At Bayshore Healthcare, our commitment to Equity, Diversity & Inclusion is our strength. This is how we bring our vision of being the difference in the lives of those we care for, work with and in our communities. We have a great sense of pride in creating a culture of belonging, where individual differences are embraced and celebrated, through programs, resources and policies that support each individual's purpose, potential and wellbeing.
At Bayshore Healthcare Ltd., and its subsidiaries, we are committed to fostering an inclusive workplace and operate in full compliance with all Provincial and Territorial legislation pertaining to Human Rights Codes and Accessibility requirements. To ensure continued compliance throughout the recruitment and selection process, we encourage candidates to disclose any accommodation needs they may have.
