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Pillway

Director, Pharmacy Operations

Brampton, ON, Canada

Full-time

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Job details

Job type: Full-time
Apply by: Dec 4, 2026
Experience: 6+ years of progressive pharmacy operations experience, including leading managers across multiple sites or in a high-volume central-fill or fulfillment pharmacy.
Posting language: English
Posted: Nov 4, 2026

Original job description

About Pillway

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 Role

This 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 Own

Daily 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 Days

First 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 Bring

Licensed pharmacist in good standing with a provincial college of pharmacists. Ontario required; eligibility to register in 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 Work

We 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 You

Pillway 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.

Note: We appreciate every application we receive, but due to our overwhelming response, we will only be able to contact those who are under consideration for the position.

Disclosure: We use AI tools to assist with screening and evaluating application

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More about this job

Responsibilities

Lead day-to-day pharmacy operations across Ontario, British Columbia, and Manitoba, managing site Pharmacy Managers and the intake and processing team while standardizing workflows, staffing, service levels, and performance metrics. Oversee operational systems, automation, vendors, patient-service escalations, and collaboration on compliance and partner reporting.

Requirements

Requires a pharmacist license in good standing, with Ontario licensure required and eligibility to register in British Columbia and Manitoba considered an asset. Candidates need at least six years of progressive pharmacy operations experience, multi-site or high-volume fulfillment leadership, hands-on Kroll and pharmacy automation experience, and a record of building or improving operational workflows.

Skills

Pharmacy Operations
Multi-Site Leadership
Workflow Design
Standard Operating Procedures
Capacity Planning
Performance Management
Change Management
Kroll
Pharmacy Automation
Operational KPI Management
Staffing and Scheduling
Fulfillment and Logistics
Process Improvement
Compliance Management
Vendor Management
Patient Experience

Visa sponsorship

Not detected in the job text

Keywords

Licensed Pharmacist
Provincial College of Pharmacists
Pharmacy Operations
Kroll
Parata
PacMed
Automated Dispensing
Centralized Dispensing
Central-Fill Pharmacy
Mail-Order Pharmacy
Prescription Intake
Prescription Processing
Adjudication
Dispensing
Packaging
Fulfillment
Shipping
Standard Operating Procedures
Workflow Design
Capacity Planning
Turnaround Time
Same-Day Fulfillment
Operational KPIs
Dashboard
Staffing and Scheduling
Labour Productivity
Courier and Logistics Management
Quality Standards
Change Management
Product and Engineering Collaboration

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