Program Manager - PSP Operations

Job Title: Manager, Program Management – Patient Support Programs

Location: Remote, CAN

Remote: Yes

Business Unit: Health

Department: Pharma Patient Solutions

Job Type: Full-Time

Are you a high-impact leader who raises the bar, builds strong teams, and drives real customer value? Calian is seeking a strategic people leader to guide a team of Program Managers across a portfolio of PSP services and foster a culture of accountability, growth, and innovation - where every interaction is an opportunity lead, influence, and elevate outcomes.

Position Overview

The Manager of Program Management – Patient Support Programs leads a team of Program Managers to design, implement and optimize the delivery of patient support programs across Canada. Reporting to the Sr. Manager, PSP Operations, this role drives operational excellence, fosters proactive client service, and ensures programs consistently deliver measurable value. An innovative mindset and strong attention to detail are essential to enhance the experience of pharmaceutical clients, physicians, patients, and payers.

Responsibilities

• Lead and mentor a high-performing team of Program Managers, cultivating a culture of ownership, responsiveness, and continuous improvement.
• Oversee execution of Patient Support Programs (PSPs), ensuring alignment with KPIs, budgets, timelines, and compliance standards.
• Prepare for and lead client business reviews, analyze program trends, and translate insights into actionable improvements.
• Promote user-centric program delivery, emphasizing professionalism, empathy, and ease of use across all stakeholder interactions.
• Provide input into client proposals and service models and support contract management and escalations.
• Collaborate cross-functionally with internal teams and external partners to ensure seamless, compliant program operations and CRM workflow optimization.
• Monitor team capacity and performance using metrics and feedback to identify trends and guide process improvements.
• Champion innovation by enhancing workflows, tools, and service delivery models to improve operational efficiency and program impact.
• Foster a strong sense of accountability and drive continuous learning and excellence within the team.

Qualifications

• Hold a Bachelor’s degree in Life Sciences, Pharmacy, Health Administration, Nursing, or related field (Master’s degree or MBA is an asset).
• Minimum 5+ years of experience leading patient support programs, or specialty healthcare operations.
• Demonstrated track record of successfully launching and managing complex, multi-stakeholder programs.
• Superior project management skills, with the ability to manage competing priorities and deliver results under pressure.
• Exceptional interpersonal and communication skills, with the ability to influence and collaborate across all levels.
• Resilient and analytical, with a proactive approach to problem-solving and decision-making.
• Proficiency in CRM systems, data analytics tools, and Microsoft Office Suite.
• Bilingualism (English and French) strongly preferred