Director Workflow Optimization & Capacity Planning
Top Benefits
About the role
Location
243 Consumers Road, Toronto, Ontario, M2J 4W8 At Shoppers Drug Mart, we’re innovating health and wellness in Canada. From prescriptions to walk-in clinics, and a beloved loyalty program, we’re caring and supporting our customers in new ways every day. With more than 1,300 locally owned and operated stores from coast to coast, the Shoppers Drug Mart network is more than a great place to shop, it’s a great place to work. We’re committed to building our talented team who champion collaboration, kindness and inclusivity. Join our team, and help recognize a healthy future for your career and for all Canadians. Why this role is important? Shoppers Drug Mart is looking for a business analytics leader to help improve how pharmacy work is planned, measured, and executed across a national store network. This role leads a team with different skill sets across workflow analysis, capacity planning, labour modelling, and data analytics. The mandate is to turn operational data into better planning, forecasting tools, workflow insights, and practical recommendations for Pharmacy Operations. The Director will work across Pharmacy Operations, Finance, HR, Technology, and store-facing teams. The right candidate can take an ambiguous operational problem and move it through a structured path: problem framing, hypothesis development, measurement design, validation, analysis, insight, recommendation, and implementation. Labour planning is an important part of the portfolio, but the core skill set is broader: business analytics, operational judgment, planning discipline, model validation, stakeholder engagement, and execution.
Key Responsibilities
Lead capacity planning, forecasting, and model improvement Lead the ongoing development and improvement of pharmacy labour planning and forecasting models. Own the business logic, assumptions, validation approach, and practical use of planning models. Ensure models are accurate, explainable, operationally grounded, and useful for planning, budgeting, scheduling, and decision-making. Assess model performance, identify gaps, test sensitivities, and recommend where the model needs to be refined or redesigned. Support the rollout of planning models into new parts of the business, including assessment of local operating differences, implementation risks, and change requirements. Partner with Finance, Operations, HR, and Technology to ensure planning outputs connect to enterprise planning, budgeting, and operational processes.
Strengthen measurement and validation
Define and improve the measurement approach for key pharmacy workflow, productivity, and capacity metrics. Validate data sources, metric logic, assumptions, and model outputs before they are used for business decisions. Build confidence in the numbers by being clear on what is known, what is estimated, and where uncertainty remains. Use workflow data to identify bottlenecks, rework, queue time, wait time, hands-on time, dispensing time, and other process issues. Segment stores and workflows to understand where standardization makes sense and where different operating approaches may be required. Use methods such as operational diagnostics, process mapping, time studies, data mining, or process mining where appropriate.
Turn data into operational decisions
Translate business questions into structured analysis and clear decision points. Test hypotheses and use data to confirm, challenge, or refine proposed operating changes. Develop recommendations that are practical, measurable, and connected to store execution. Build decision-support tools and business cases for workflow, capacity, and productivity initiatives. Support pharmacy workflow redesign by identifying pain points, quantifying opportunities, and helping prioritize action. Move work beyond analysis and into implementation.
Lead and develop the team
Lead a team with mixed capabilities across workflow design, labour modelling, analytics, and decision support. Set clear priorities and standards for analytical quality, planning discipline, and validation. Coach team members on problem framing, hypothesis testing, measurement, data validation, insight generation, and communication. Provide enough analytical direction to challenge assumptions, pressure-test outputs, and improve the quality of the work. Adapt leadership approach to different levels of experience and technical maturity. Create a strong operating rhythm for the team, including prioritization, stakeholder management, issue escalation, and delivery tracking. Remove barriers for the team by engaging the right partners and escalating issues early.
Qualifications and Experience
Progressive experience in business analytics, operational transformation, management consulting, capacity planning, supply chain planning, process improvement, or a related field. Post-secondary education in Business Analytics, Operations Research, Engineering, Data Science, Computer Science, Finance, Economics, Business, or another analytical or operational discipline. Experience leading teams with a mix of technical and business-facing skill sets. Strong business and analytical acumen. Demonstrated ability to structure ambiguous problems, develop hypotheses, design measurement approaches, validate data, generate insight, and make practical recommendations. Experience building, improving, or owning models, forecasts, planning tools, decision-support tools, or operational measurement frameworks. Strong understanding of how analytics supports operational planning and decision-making. Comfort working with financial, operational, productivity, and performance data. Ability to challenge model assumptions, analytical outputs, business logic, and recommendations. Strong stakeholder management skills, including the ability to influence across functions and levels. Clear communication skills, including the ability to explain complex analysis in simple business language. Comfort spending time in operations to understand workflow, constraints, and execution realities.
Assets
Experience with capacity planning, workforce planning, labour planning, scheduling, productivity modelling, or operational forecasting. Consulting experience or experience leading cross-functional transformation work. Experience with process improvement, Lean, workflow analysis, time studies, process mining, or other operational diagnostics. Specific pharmacy, healthcare, or retail experience is helpful but not required. Familiarity with SQL, Python, R, Power BI, Tableau, or similar analytics tools. Experience supporting budgeting, annual planning, business cases, or productivity initiatives. Why work at Shoppers Drug Mart? Acting as consultants, supporting internal customers and the Associate-Owners, you will get experience unique to the retail industry while working for an award-winning national brand. Benefit from a purchase discount program, competitive pay and online learning through Academy. Take ownership of your work and find more ways to care about your work, co-workers, customers and community.
How You’ll Succeed
At Shoppers Drug Mart Inc., we seek great people to continually strengthen our culture. We believe great people model our values, are authentic, build trust and make connections. If that sounds like you, and you are open-minded, responsive to change and up to the challenges provided in a fast-paced retail environment, apply today.
Employment Type
Full time Type of Role: Temporary with Benefits (Fixed Term) Shoppers Drug Mart Inc. recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired. In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us. Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.
Hiring Range / Échelle salariale à l’embauche
$128,000.00 - $176,000.00 / 128.000,00$ - 176.000,00$ (per year / par an) A candidate’s experience and knowledge as well as the geographical region in which the position is located may be factored into the pay a candidate receives for this position. This posting is for an existing vacancy. The Company uses artificial intelligence for the purpose of screening, assessing and/or selecting applicants for this position. / L’expérience et les connaissances d’un candidat ainsi que la région géographique dans laquelle le poste est situé peuvent être prises en compte dans la rémunération qu’un candidat reçoit pour ce poste. Cette offre d’emploi concerne un poste vacant existant. L’entreprise utilise l’intelligence artificielle dans le but de filtrer, d’évaluer et/ou de sélectionner les candidats à ce poste. #EN #SS #SDM #ON
Not the right fit? Search for Director Workflow Optimization & Capacity Planning jobs in Toronto, Ontario, Canada
About Shoppers Drug Mart
Built on a foundation of professional expertise and personal service, Shoppers Drug Mart has been meeting Canadians' health care needs for 50 years. What was once a small pharmacy in Toronto has grown into an organization of over 1,200 stores from coast to coast, becoming an indelible part of the lives of Canadians, young and old. Yet despite our growth, we have never forgotten our origins. We have always remained true to our belief that the personal satisfaction of each and every customer is at the root of our success - and it can only be ensured by the commitment of people who realize that success is built one customer at a time.
Similar Jobs
Director Workflow Optimization & Capacity Planning
Top Benefits
About the role
Location
243 Consumers Road, Toronto, Ontario, M2J 4W8 At Shoppers Drug Mart, we’re innovating health and wellness in Canada. From prescriptions to walk-in clinics, and a beloved loyalty program, we’re caring and supporting our customers in new ways every day. With more than 1,300 locally owned and operated stores from coast to coast, the Shoppers Drug Mart network is more than a great place to shop, it’s a great place to work. We’re committed to building our talented team who champion collaboration, kindness and inclusivity. Join our team, and help recognize a healthy future for your career and for all Canadians. Why this role is important? Shoppers Drug Mart is looking for a business analytics leader to help improve how pharmacy work is planned, measured, and executed across a national store network. This role leads a team with different skill sets across workflow analysis, capacity planning, labour modelling, and data analytics. The mandate is to turn operational data into better planning, forecasting tools, workflow insights, and practical recommendations for Pharmacy Operations. The Director will work across Pharmacy Operations, Finance, HR, Technology, and store-facing teams. The right candidate can take an ambiguous operational problem and move it through a structured path: problem framing, hypothesis development, measurement design, validation, analysis, insight, recommendation, and implementation. Labour planning is an important part of the portfolio, but the core skill set is broader: business analytics, operational judgment, planning discipline, model validation, stakeholder engagement, and execution.
Key Responsibilities
Lead capacity planning, forecasting, and model improvement Lead the ongoing development and improvement of pharmacy labour planning and forecasting models. Own the business logic, assumptions, validation approach, and practical use of planning models. Ensure models are accurate, explainable, operationally grounded, and useful for planning, budgeting, scheduling, and decision-making. Assess model performance, identify gaps, test sensitivities, and recommend where the model needs to be refined or redesigned. Support the rollout of planning models into new parts of the business, including assessment of local operating differences, implementation risks, and change requirements. Partner with Finance, Operations, HR, and Technology to ensure planning outputs connect to enterprise planning, budgeting, and operational processes.
Strengthen measurement and validation
Define and improve the measurement approach for key pharmacy workflow, productivity, and capacity metrics. Validate data sources, metric logic, assumptions, and model outputs before they are used for business decisions. Build confidence in the numbers by being clear on what is known, what is estimated, and where uncertainty remains. Use workflow data to identify bottlenecks, rework, queue time, wait time, hands-on time, dispensing time, and other process issues. Segment stores and workflows to understand where standardization makes sense and where different operating approaches may be required. Use methods such as operational diagnostics, process mapping, time studies, data mining, or process mining where appropriate.
Turn data into operational decisions
Translate business questions into structured analysis and clear decision points. Test hypotheses and use data to confirm, challenge, or refine proposed operating changes. Develop recommendations that are practical, measurable, and connected to store execution. Build decision-support tools and business cases for workflow, capacity, and productivity initiatives. Support pharmacy workflow redesign by identifying pain points, quantifying opportunities, and helping prioritize action. Move work beyond analysis and into implementation.
Lead and develop the team
Lead a team with mixed capabilities across workflow design, labour modelling, analytics, and decision support. Set clear priorities and standards for analytical quality, planning discipline, and validation. Coach team members on problem framing, hypothesis testing, measurement, data validation, insight generation, and communication. Provide enough analytical direction to challenge assumptions, pressure-test outputs, and improve the quality of the work. Adapt leadership approach to different levels of experience and technical maturity. Create a strong operating rhythm for the team, including prioritization, stakeholder management, issue escalation, and delivery tracking. Remove barriers for the team by engaging the right partners and escalating issues early.
Qualifications and Experience
Progressive experience in business analytics, operational transformation, management consulting, capacity planning, supply chain planning, process improvement, or a related field. Post-secondary education in Business Analytics, Operations Research, Engineering, Data Science, Computer Science, Finance, Economics, Business, or another analytical or operational discipline. Experience leading teams with a mix of technical and business-facing skill sets. Strong business and analytical acumen. Demonstrated ability to structure ambiguous problems, develop hypotheses, design measurement approaches, validate data, generate insight, and make practical recommendations. Experience building, improving, or owning models, forecasts, planning tools, decision-support tools, or operational measurement frameworks. Strong understanding of how analytics supports operational planning and decision-making. Comfort working with financial, operational, productivity, and performance data. Ability to challenge model assumptions, analytical outputs, business logic, and recommendations. Strong stakeholder management skills, including the ability to influence across functions and levels. Clear communication skills, including the ability to explain complex analysis in simple business language. Comfort spending time in operations to understand workflow, constraints, and execution realities.
Assets
Experience with capacity planning, workforce planning, labour planning, scheduling, productivity modelling, or operational forecasting. Consulting experience or experience leading cross-functional transformation work. Experience with process improvement, Lean, workflow analysis, time studies, process mining, or other operational diagnostics. Specific pharmacy, healthcare, or retail experience is helpful but not required. Familiarity with SQL, Python, R, Power BI, Tableau, or similar analytics tools. Experience supporting budgeting, annual planning, business cases, or productivity initiatives. Why work at Shoppers Drug Mart? Acting as consultants, supporting internal customers and the Associate-Owners, you will get experience unique to the retail industry while working for an award-winning national brand. Benefit from a purchase discount program, competitive pay and online learning through Academy. Take ownership of your work and find more ways to care about your work, co-workers, customers and community.
How You’ll Succeed
At Shoppers Drug Mart Inc., we seek great people to continually strengthen our culture. We believe great people model our values, are authentic, build trust and make connections. If that sounds like you, and you are open-minded, responsive to change and up to the challenges provided in a fast-paced retail environment, apply today.
Employment Type
Full time Type of Role: Temporary with Benefits (Fixed Term) Shoppers Drug Mart Inc. recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired. In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us. Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.
Hiring Range / Échelle salariale à l’embauche
$128,000.00 - $176,000.00 / 128.000,00$ - 176.000,00$ (per year / par an) A candidate’s experience and knowledge as well as the geographical region in which the position is located may be factored into the pay a candidate receives for this position. This posting is for an existing vacancy. The Company uses artificial intelligence for the purpose of screening, assessing and/or selecting applicants for this position. / L’expérience et les connaissances d’un candidat ainsi que la région géographique dans laquelle le poste est situé peuvent être prises en compte dans la rémunération qu’un candidat reçoit pour ce poste. Cette offre d’emploi concerne un poste vacant existant. L’entreprise utilise l’intelligence artificielle dans le but de filtrer, d’évaluer et/ou de sélectionner les candidats à ce poste. #EN #SS #SDM #ON
Not the right fit? Search for Director Workflow Optimization & Capacity Planning jobs in Toronto, Ontario, Canada
About Shoppers Drug Mart
Built on a foundation of professional expertise and personal service, Shoppers Drug Mart has been meeting Canadians' health care needs for 50 years. What was once a small pharmacy in Toronto has grown into an organization of over 1,200 stores from coast to coast, becoming an indelible part of the lives of Canadians, young and old. Yet despite our growth, we have never forgotten our origins. We have always remained true to our belief that the personal satisfaction of each and every customer is at the root of our success - and it can only be ensured by the commitment of people who realize that success is built one customer at a time.