Senior Manager, Workflow Optimization & Capacity Planning

Shoppers Drug Mart•Toronto, ON

7d•CA$120,000 - CA$154,000•Onsite

About The Position

This role has shared ownership for the design and quality of the pharmacy labour model and supports planning across Shoppers Drug Mart and Loblaw’s pharmacy network. The Senior Manager keeps the model accurate, current, and defensible; develops the workload model that informs labour budgeting; and helps shape how labour planning evolves as services, workflow, and store operations change. This is a senior individual contributor role with regular exposure to Finance, Operations, Pharmacy, and field leaders. Success comes from technical ownership, evidence-based influence, and practical execution: improving how pharmacies operate, building and pressure-testing the model, translating findings into planning decisions, and validating assumptions through occasional in-store field work.

Requirements

Bachelor’s degree or higher in Engineering (Industrial Engineering preferred), Operations Management, Operations Research, or a similar quantitative discipline
7+ years in operations analysis, labour or workforce planning, industrial engineering, or service operations improvement
Experience with time studies, labour standards, capacity modelling, or equivalent operational measurement methods
Strong algorithmic coding capability, including the ability to read, modify, test, and document calculation logic in code
Experience translating operational processes, business rules, and planning assumptions into model logic
Strong data analysis skills, including the ability to mine large operational datasets to surface patterns and size opportunities
Track record of owning analytical workstreams within cross-functional programs, including building the evidence case and managing stakeholder alignment
Comfortable taking and explaining an evidence-based position when stakeholders have competing assumptions or expected outcomes
SQL proficiency is an asset
Able to accommodate occasional travel within Canada for in-store field work

Responsibilities

Co-own the pharmacy labour and workflow model
Keep the labour model accurate, current, and defensible as the business changes as part of a broader team
Architect and rework model logic, drivers, and assumptions as services and operations evolve
Evaluate the labour and financial impact of initiatives and model changes, and pressure-test benefit cases when the analysis does not support the expected outcome
Run in-store time studies and process analysis to validate and update labour standards
Combine field observation with operational data to produce weighted benchmarks that reflect how pharmacies actually operate
Mine operational, labour, and financial data to surface patterns, size opportunities, and translate findings into recommendations leadership can act on
Own improvement workstreams within larger cross-functional programs, from analysis through implementation
Build shared standards, methods, and decision-support tools that raise the quality of labour planning
See improvements through to implementation, whether in the labour model, internal planning processes, or store-level workflow
Lead the labour budget and forecasting cycle, producing the estimates that Finance plans from
Serve as a key input to the annual planning cycle, making sure initiatives are captured and reflected so corporate and store labour plans hold together
Engage Operations, Finance, Clinical, and field stakeholders to align on assumptions and support decisions
Own the decision-support tools operators use for labour and financial scenario planning, and train field teams to use them
Partner across Finance, Operations, Pharmacy, and the field to ensure model changes translate into practical execution