Program Manager - Rare Disease

Accountabilities:: Oversee associates to ensure they can effectively manage calls, provide appropriate customer service, document requirements accurately, and conduct necessary follow-ups. Monitor team performance, identify training needs, and contribute to workforce planning and scheduling recommendations. Support quality assurance and quality improvement initiatives by identifying operational opportunities and helping implement process changes. Manage assigned programs and projects, including reimbursement, compliance and education initiatives, and clinical patient support programs. Implement assigned call centre projects while ensuring appropriate processes, resources, and operational standards are in place. Design and develop new programs, including protocols, resource allocation plans, databases, and supporting operational structures. Continuously evaluate program strengths, weaknesses, performance, and opportunities for improvement. Prepare and maintain project-related reporting and provide relevant insights to stakeholders. Participate in client meetings and maintain consistent day-to-day communication regarding project activities, progress, and requirements. Identify staffing needs, support recruiting strategies, and participate in the hiring and selection process. Ensure adverse events are appropriately reported to the relevant teams and departments. Take on additional program management responsibilities and operational assignments as required. Requirements University degree in Business Administration, Science, Healthcare, or a related discipline, or equivalent professional experience. At least 3 years of experience in the pharmaceutical, biotechnology, healthcare, or related industries. At least 2 years of experience in project or program management. At least 2 years of people management experience, with the ability to lead, coach, and support team members effectively. Experience managing client relationships is an asset, particularly in healthcare or service-oriented environments. Experience with reimbursement programs is desirable. Science or healthcare experience is an advantage, while an RN/RPN designation may be an asset or required for specific programs. Strong knowledge of the pharmaceutical distribution environment and familiarity with automated warehouse operating systems. Strong business and financial acumen, supported by analytical and mathematical skills. Excellent written and verbal communication skills, including the ability to interact effectively with customers, patients, peers, clients, and cross-functional teams. Strong leadership, interpersonal, organizational, presentation, and problem-solving skills. High attention to detail and the ability to consistently manage priorities and meet deadlines. Proactive approach to identifying issues and resolving operational challenges efficiently. Proficiency with Microsoft Word, Excel, PowerPoint, and other Microsoft Office applications. Bilingual communication skills are an asset. Comfort communicating with unilingual English-speaking customers, patients, and colleagues is required. Benefits Full-time, remote position with opportunities to work from multiple Canadian provinces, including Ontario, British Columbia, Alberta, and Saskatchewan. Competitive annual salary range of CAD $76,200–$119,460 . Medical, dental, and vision coverage. Comprehensive wellness resources supporting physical, emotional, financial, and social well-being. Family-focused benefits that may include backup dependent care, adoption assistance, infertility coverage, and family-building support. Behavioral health resources and support for mental well-being. Paid parental leave and paid caregiver leave. Access to training programs and professional development resources. Mentorship opportunities and employee resource groups. Opportunities to participate in volunteer and community activities. Inclusive workplace culture focused on creating healthier futures and supporting meaningful work in healthcare.