DIRECTOR, QUALITY & COMPLIANCE - HYBRID

WHO WE ARE

When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her health by forgoing her own medicine to pay for her sick daughter’s prescription. He knew there had to be a better way. So, he introduced North America’s first prepaid drug plan, and GreenShield was born as a non-profit with a mission to support better health for all Canadians.

We aren’t just a health and benefits company. We’re the only non-profit social enterprise that brings worlds of coverage and care together, all in one place. We’re noble challengers, purposefully building a better way and we need the best people to help us create a more holistic approach that takes care of the mind and body.

Our mission is to create better health for all Canadians, and we know that starts with our employees.

THE ROLE IN A NUTSHELL

Base Salary: CAD $0.00 - 0.00

The Director, Compliance, Quality & Patient Safety is responsible for leading the quality, compliance, audit-readiness, and patient-safety framework across GreenShield Pharmacy’s integrated operations, including specialty pharmacy, digital pharmacy, patient support programs, nursing and infusion clinics, wholesale (DEL), logistics, and distribution.

The role owns the development and maturity of the Quality Management System, SOP governance, incident reporting, root-cause analysis, CAPA, training governance, audit management, pharmacovigilance oversight, and quality reporting. This role ensures operational practices are compliant, documented, scalable, and aligned with applicable regulatory, contractual, manufacturer, accreditation, privacy-related, and internal governance requirements.

The outcome of this role is a more mature, consistent, and audit-ready quality infrastructure that supports patient safety, reduces organizational risk, strengthens partner and regulator confidence, and enables sustainable operational growth.

Key Responsibilities

• Own

• and mature the Quality Management System across pharmacy, patient

• programs, nursing/infusion, wholesale, logistics, and distribution,

• ensuring quality standards are translated into practical day-to-day

• operating procedures.

• Provide

• governance over SOPs, policies, work instructions, operational workflows,

• document control, versioning, review cycles, approvals, change management,

• archiving, and audit retrieval.

• Lead

• the training governance framework, including LMS oversight, role-based

• training requirements, training records, SOP acknowledgements, and

• learning documentation to ensure teams are trained, compliant, and

• operating consistently.

• Lead

• the organization’s audit-readiness framework and support internal audits,

• external audits, inspections, accreditation activities, and partner

• reviews.

• Ensure

• operational practices align with applicable OCP, Health Canada,

• DEL/wholesale, manufacturer, PSP, pharmacovigilance, AE/PQC,

• privacy-related, contractual, and internal governance requirements.

• Coordinate

• audit responses, remediation plans, evidence packages, reconciliation

• requirements, quality checks, and follow-up actions through to closure.

• Lead

• the framework for identifying, reporting, investigating, escalating, and

• trending quality events, operational incidents, patient-safety concerns,

• service failures, cold-chain issues, documentation gaps, privacy-related

• operational deviations, and compliance issues.

• Ensure

• root-cause analysis, corrective and preventive actions (CAPA),

• effectiveness checks, and trend reviews are consistently completed and

• documented.

• Drive

• a culture of transparency, learning, accountability, patient safety, and

• continuous improvement.

• Own

• the training governance framework for pharmacy, nursing/infusion, patient

• programs, One Point case management, customer service, pharmacy

• assistants, logistics, wholesale, and related operational roles.

• Define

• role-based training requirements, onboarding standards, SOP training,

• competency expectations, LMS documentation, training records, retraining

• requirements, and evidence of completion for audit purposes.

• Partner

• with operational leaders to ensure teams are trained to perform their

• roles consistently, safely, and in alignment with approved procedures,

• without owning day-to-day operational performance or CI delivery.

• Develop

• quality reporting and key quality indicators to provide visibility into

• compliance posture, audit readiness, patient-safety trends, CAPA status,

• training compliance, PV/AE/PQC compliance, and emerging risks.

• Establish

• and lead cross-functional quality governance, including a Quality and

• Patient Safety Council, to review trends, escalate risks, and drive

• accountability for remediation.

• Partner

• with operations, clinical, technology, privacy, legal, risk, finance,

• people, and external stakeholders to embed quality expectations into daily

• operations and transformation initiatives.

• WHO WE'RE LOOKING FOR

• Undergraduate degree in pharmacy, nursing, health sciences, life sciences, healthcare administration, quality management, business, or a related field.

• Professional background in healthcare, pharmacy, patient support program operations, quality, compliance, patient safety, regulatory affairs, or regulated operations.

• 7+ years of progressive experience in quality, compliance, pharmacy operations, healthcare operations, patient support programs, nursing/infusion operations, specialty pharmacy, regulated distribution, logistics, or a related regulated environment.

• Experience with SOP governance, audit readiness, incident management, CAPA, training governance, quality systems, or compliance oversight.

• Strong working knowledge of quality management systems, SOP governance, document control, incident reporting, root-cause analysis, CAPA, change control, training governance, audit readiness, and patient-safety frameworks.

• Knowledge of regulated healthcare, pharmacy, specialty pharmacy, patient support programs, nursing/infusion, wholesale, logistics, or distribution environments, including the operational realities of frontline teams.

• Understanding of applicable regulatory, professional, contractual, manufacturer, pharmacovigilance, AE/PQC, privacy-related, accreditation, and internal governance requirements, including OCP and Health Canada expectations where applicable.

• Knowledge of LMS administration, role-based training programs, training records, competency documentation, SOP acknowledgement processes, and audit evidence requirements.

• Build and mature quality, compliance, training, audit-readiness, and patient-safety frameworks across complex operational environments.

• Translate regulatory, contractual, quality, and patient-safety requirements into practical standards, SOPs, work instructions, training requirements, and governance processes.

• Lead audit preparation, audit response, remediation planning, evidence collection, CAPA tracking, and follow-up to closure.

• Develop role-based training frameworks and partner with operational leaders to ensure staff are trained, competent, and working in alignment with approved procedures.

• Communicate clearly with executives, operational leaders, frontline teams, auditors, regulators, manufacturers, PSP partners, and cross-functional stakeholders.

• Influence leaders and teams without direct authority, using sound judgment, credibility, structure, and practical problem-solving.

• Building structure in areas where processes, documentation, training, or accountability are fragmented or immature.

• Balancing compliance expectations with operational practicality in a fast-paced, multi-site healthcare environment.

• Identifying risk, prioritizing gaps, escalating issues appropriately, and driving sustainable remediation.

• Creating a culture of quality, documentation discipline, audit readiness, patient safety, and accountability.

• Maintaining independence and quality discipline while partnering constructively with operational leaders.

Nice to Have:

• Graduate degree in healthcare administration, business, quality management, regulatory affairs, patient safety, or a related discipline.

• Licensed pharmacist, nurse, or other regulated healthcare professional.

• Quality, patient safety, risk, regulatory, privacy, project management, Lean/Six Sigma, audit, or change management certification.

• 10+ years of progressive experience in a regulated healthcare, specialty pharmacy, PSP, pharmaceutical, wholesale, distribution, or infusion clinic environment.

• Experience with Health Canada, DEL, OCP, manufacturer audits, PV/AE/PQC obligations, PSP audits, pharmacy accreditation, and multi-site healthcare operations.

• Prior people leadership experience preferred.

• THE CULTURE

• We believe a career