Manager, Clinic Operations & Strategic Initiatives

BioScript Solutions • City of Moncton, PE

3d • Remote

About The Position

This is a fixed-term contract position created in response to two concurrent strategic imperatives: the field rollout of the clinic CRM system, and the development and execution of a national Voice of the Customer and patient experience program. Two positions are available, one for each strategic stream. Both carry the same operational mandate: lead a portfolio of Regional Clinic Managers, own the P&L and operational performance of a regional clinic network, and drive a defined strategic initiative to completion. This role directly influences how care is delivered across the clinic network — from operational performance to patient experience — ensuring clinics are equipped, supported, and delivering at the level expected by both patients and partners. This role supports two major initiatives that require dedicated leadership with deep operational roots and the ability to execute with rigour in a complex, multi-site healthcare environment. It offers a leadership opportunity to lead, coach, and develop Regional Clinic Managers while representing clinic teams within broader leadership discussions.

Requirements

• Significant experience in clinic operations or a multi-site healthcare delivery environment
• Demonstrated people leadership experience, including developing managers
• Experience managing operational performance and P&L
• Track record of executing strategic or transformation initiatives
• Strong stakeholder engagement skills and ability to translate complexity into clarity
• Transformational energy — you don't accept that the way things are is the way they have to be. You bring others with you when you push for change, rather than pushing past them.
• Operational credibility — the RCMs and clinic teams you lead will know whether you understand their world. You do — and it shows.
• Execution discipline — transformation without delivery is just conversation. You finish what you start, and you build the habits and systems in your team that make sustained delivery possible.
• Clear, direct communication — you say what you mean, you mean what you say, and you adjust your message for the audience without losing the substance.
• Comfort with ambiguity — this business is mid--transformation. Not everything is built yet. You find that energizing rather than frustrating.
• Experience leading or significantly contributing to a technology or system deployment in a clinic or healthcare environment (Stream A)
• Comfort working alongside technical and IT teams, bridging the gap between system design and clinical workflow (Stream A)
• Exposure to patient experience measurement, quality improvement methodology, or Voice of the Customer programs in a healthcare context (Stream B)
• Experience working with commercial, BD, or marketing teams and translating patient data into insights for business development (Stream B)

Nice To Haves

• CRM experience is an asset (Stream A)

Responsibilities

• Lead, coach, and develop Regional Clinic Managers, creating the conditions for strong operational performance, professional growth, and accountability
• Act as the primary leadership presence for RCMs
• Set clear performance expectations and conduct regular one-on-ones and development planning
• Represent clinic teams and escalate risks with context and recommendations
• Own operational performance across the regional clinic portfolio, including patient throughput, clinic utilization, staffing levels, and budget adherence
• Monitor KPIs such as time to first contact, time to treatment, chair utilization, and staffing compliance
• Partner with finance to manage the regional P&L and identify variance drivers
• Ensure clinic readiness for new therapy launches and program changes
• Serve as the senior operational voice for the regional clinic network
• Build working relationships with Clinical Excellence & Quality, Systems & Analytics, and commercial partners
• Communicate upward with precision, translating operational dynamics into clear leadership updates
• Serve as the primary operational leadership contact for the clinic CRM rollout (Stream A)
• Lead clinic readiness assessments, including workflow impacts, staff preparation needs, data migration requirements, and infrastructure readiness (Stream A)
• Develop and execute a regional rollout plan in partnership with Systems & Analytics and implementation leads (Stream A)
• Drive adoption, not just installation, embedding the CRM into daily workflows (Stream A)
• Identify and escalate implementation blockers (technical, operational, or human) (Stream A)
• Capture and synthesize field-level insights and improve deployment across sites (Stream A)
• Represent clinic operations in CRM governance forums (Stream A)
• Design and execute a national patient experience survey program, establishing methodology, cadence, and tooling (Stream B)
• Implement patient experience improvement initiatives based on survey findings (Stream B)
• Build feedback loops between the clinic floor and leadership (Stream B)
• Partner with BD and Commercial teams to translate patient experience data into messaging and positioning (Stream B)
• Identify patterns across the clinic network and drive targeted improvement (Stream B)
• Develop reporting frameworks to provide leadership visibility into patient experience performance (Stream B)
• Champion the patient perspective in operational and leadership conversations (Stream B)
• Provide clear direction, set measurable goals, and hold team members accountable
• Coach and support team members through feedback and performance conversations
• Foster a high-performing, inclusive team culture aligned with business objectives

Benefits

• Base pay is one part of your total compensation package and is determined within a range.
• Pay ranges are based on the local cost of labor benchmarks for each specific role, level, and geographic location.
• Commitment to fostering a welcoming culture free of discrimination.
• Commitment to providing a healthy and safe work environment.
• Commitment to diversity, inclusion, belonging, and equity.
• Accessible workplace where individuals feel valued, respected, and supported every day.
• Accommodations can be made available on request for candidates taking part in all aspects of the selection process.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed