Program Manager - Rare Disease

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Program Manager - Rare Disease based in Canada.

This role combines program leadership, people management, client engagement, and healthcare-focused operations in a purpose-driven environment. You will oversee teams responsible for delivering high-quality customer and patient support while ensuring programs operate efficiently and consistently. The position involves managing reimbursement, compliance, education, and clinical patient support programs from design through ongoing evaluation. You will coordinate projects, develop protocols and resources, monitor performance, and identify opportunities for operational improvement. Strong collaboration with clients and cross-functional teams will be essential to maintaining successful program delivery. The role also offers the opportunity to contribute to recruiting, quality initiatives, reporting, and strategic operational decisions. You will work in a remote environment while supporting programs that contribute to improved access to healthcare and patient services.

Accountabilities:
- Oversee associates to ensure they can effectively manage calls, provide appropriate customer service, document requirements accurately, and conduct necessary follow-ups.

- Monitor team performance, identify training needs, and contribute to workforce planning and scheduling recommendations.

- Support quality assurance and quality improvement initiatives by identifying operational opportunities and helping implement process changes.

- Manage assigned programs and projects, including reimbursement, compliance and education initiatives, and clinical patient support programs.

- Implement assigned call centre projects while ensuring appropriate processes, resources, and operational standards are in place.

- Design and develop new programs, including protocols, resource allocation plans, databases, and supporting operational structures.

- Continuously evaluate program strengths, weaknesses, performance, and opportunities for improvement.

- Prepare and maintain project-related reporting and provide relevant insights to stakeholders.

- Participate in client meetings and maintain consistent day-to-day communication regarding project activities, progress, and requirements.

- Identify staffing needs, support recruiting strategies, and participate in the hiring and selection process.

- Ensure adverse events are appropriately reported to the relevant teams and departments.

- Take on additional program management responsibilities and operational assignments as required.

Requirements

- University degree in Business Administration, Science, Healthcare, or a related discipline, or equivalent professional experience.

- At least 3 years of experience in the pharmaceutical, biotechnology, healthcare, or related industries.

- At least 2 years of experience in project or program management.

- At least 2 years of people management experience, with the ability to lead, coach, and support team members effectively.

- Experience managing client relationships is an asset, particularly in healthcare or service-oriented environments.

- Experience with reimbursement programs is desirable.

- Science or healthcare experience is an advantage, while an RN/RPN designation may be an asset or required for specific programs.

- Strong knowledge of the pharmaceutical distribution environment and familiarity with automated warehouse operating systems.

- Strong business and financial acumen, supported by analytical and mathematical skills.

- Excellent written and verbal communication skills, including the ability to interact effectively with customers, patients, peers, clients, and cross-functional teams.

- Strong leadership, interpersonal, organizational, presentation, and problem-solving skills.

- High attention to detail and the ability to consistently manage priorities and meet deadli