Position Type: Full Time

Department: Commercial Excellence

Work Location: Markham, ON

Work Arrangement: Hybrid

Work Hours: Monday to Friday - standard business hours

Travel Required: Yes

The Opportunity:

The Implementation Manager will be responsible for supporting the building and onboarding of new programs and lead continuous improvement initiatives for all therapeutic areas within the Commercial Division.

This role manages day-to-day implementation planning, requirements, design and build activities, onboarding coordination, operational readiness, and project delivery activities. The Implementation Manager applies project management discipline and process engineering thinking to ensure workflows, SOPs, training needs, and project activities are organized, documented, measured, and delivered in alignment with project timelines and operational standards.

The role requires a solid understanding of PSP operations and the ability to work effectively with healthcare professionals, internal teams, and vendors. The successful candidate will bring strong project management, process mapping, communication, analytical, client-facing, and problem-solving skills, with the ability to manage competing priorities in a fast-paced environment.

The Implementation Manager coordinates multiple concurrent implementation projects and supports continuous improvement across systems, workflows, reporting, and process performance. They are also responsible for reviewing, analyzing, mapping, and evaluating business requirements and processes for existing and future business and technology solutions. Strong project coordination, process engineering, communication, analytical skills and sound judgement are required for success.

We are looking for an accountable, adaptable, and collaborative individual who is comfortable managing multiple priorities, working across teams, and supporting successful implementation outcomes in a growing organization.

A Day in the Life (What you will do here):

Project Management

• Manage assigned implementation activities using project management tools and practices, including planning, launch coordination, risk tracking, and stabilization support for new infusion and specialty clinic sites.
• Maintain implementation roadmaps, timelines, workplans, RAID logs, and key milestones across construction, IT, HR, QA, PSP, pharmacy readiness, and operational launch activities.
• Coordinate cross-functional contributors to support timely delivery, dependency management, issue resolution, launch alignment, and project governance routines.

Technology & Systems Integration

• Coordinate required software integrations in partnership with internal stakeholders and vendors.
• Collaborate with internal stakeholders to validate compliance with security, data, and audit requirements.
• Work with vendors and internal stakeholders to support automation, reporting, and data governance improvements.

Stakeholder Management

• Serve as a liaison with internal and external partners, including sponsors, PSPs, physicians, landlords, and vendors.
• Provide clear project updates, including status, risks, dependencies, action items, timelines, process impacts, and decisions required, to leadership and relevant stakeholders.
• Manage day-to-day issues and escalate risks or decisions when leadership input is required.
• Collaborate and communicate with internal stakeholders to support organizational initiatives as required.

Team Collaboration

• Collaborate with Implementation Managers and cross-functional coordinators to support successful clinic implementations.
• Support accountability, knowledge sharing, and consistent implementation practices within the Clinic Implementation team.

Commercial Excellence & Process Engineering

• Document and maintain workflows, SOPs, process maps, implementation playbooks, and standard work artifacts to support consistent execution.
• Monitor performance during ramp-up and stabilization of launches, using process metrics to identify risks, bottlenecks, handoff issues, and process gaps.
• Participate in lessons-learned sessions and continuous improvement initiatives.
• Identify implementation risks, process gaps, and improvement opportunities, and recommend practical process engineering solutions for consideration by leadership.
• Support business reviews by analyzing current-state and future-state processes, identifying operational impacts, and contributing to process redesign recommendations.
• Gather requirements from stakeholders and translate operational needs into clear process documentation, project plans, and implementation execution materials.

What you need to ensure you are set up for success:

• Bachelor's Degree or comparable work experience
• Minimum 5 years experience in healthcare operations, project management, process engineering, PSP launch implementation, or a related field.
• Experience supporting or managing healthcare, operations, pharmaceutical, or multi-site implementation projects.
• Strong knowledge of workflows, IT systems, and operational compliance.
• Strong project management, process engineering, communication, stakeholder-management, and collaboration
• PMP, Lean Six Sigma, process improvement, or equivalent certification is an asset.
• Advanced knowledge of Excel and project reporting tools.
• Strong analytical, judgment, critical thinking, and problem-solving skills, with demonstrated ability to deliver on implementation, project management, process improvement, or process engineering initiatives.
• Excellent listening and facilitation skills
• Proven customer facing and facilitation experience
• Impeccable written and spoken communication skills

What makes you a great fit for this team:

• Your commitment to providing a high level of service to your internal and external clients.
• You are highly adaptable with a track record of success during times of growth and organizational change.
• You have a proven track record of developing trust and influence at multiple levels.
• You demonstrate an impactful and candid communication style.
• You have exceptional organizational skills with the ability to build effective working relationships with colleagues, management, and stakeholders.

Why join Sentrex?

We value our employees! Our permanent full-time employees are provided with a:

• Competitive Salary and generous vacation entitlement
• Wellness Program (5 paid days off for your well-being!)
• Paid Sick Days
• Competitive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD & Employee/Dependent Life Insurance
• Employee & Family Assistance Program
• RRSP Matching Program
• The anticipated base salary hiring range for this role is $80K to $95K annually. The final base salary will be determined based on relevant experience, skills, and internal equity.

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