Executive Director, Fulfillment Operations and Logistics

On-site Position: 5 days per week

Job Summary

As the Executive Director, Fulfillment Operations & Logistics at Bayshore Specialty Rx, you will be a key member of the
Senior Leadership Team with full P&L accountability, reporting directly to the Managing Director. In this pivotal role, you
will oversee the Diabetes Express and Sterile Compounding business, fulfillment operations, logistics, call centre, and
supply chain processes.


You will play a crucial role in driving strategic business growth while enhancing efficiency and scalability across
operations. You will manage Bayshore’s medical device, drug, and medical supply distribution across multiple sites, and
spearhead technology innovation and process improvements.


This position involves leading and mentoring business leadership and warehouse staff, optimizing workflows, and
ensuring compliance with regulatory requirements. Strong organizational, problem-solving, and leadership skills are
essential for success in this operational role.


Responsibilities Include:
Set strategic direction for fulfillment operations, shared services, and transformation activities across various
businesses.
Act as a thought leader, constructive disrupter, and role model to drive change as we continue our delivery evolution
with strong focus on automation, speed to value, agility, and end-to-end customer journey.
Optimize performance and workforce management to maximize productivity across business and warehouse
operations through the introduction of advanced technology and AI/Gen AI
Own, maintain, and oversee business operations transformation roadmap, and work collaboratively with business
leaders, IT, HR, and Finance to execute on projects.
Stay knowledgeable on industry trends and bring outside-in perspective to how we solve problems and continuously
improve business processes.
Attract, develop, motivate, and retain high quality talent to deliver business objectives; create and sustain a high
performing and inclusive culture.
Working with our real estate, facility management and finance teams to evaluate current locations to determine
needs for renovations to sustain our continued growth.
Oversee daily operations to ensure efficiency and effectiveness, monitor key performance metrics for each
operation, and plan changes to improve productivity.
Monitor call center KPIs, handle lead management, and drive team success while maintaining a focus on exceptional
customer service,
Identify opportunities for improving customer service quality, and implement processes to boost customer loyalty
and retention,
Monitor actual vs forecasted performance; ensure financial plans are in place and managed to attain budgetary
targets; lead multi-pronged corrective action programs to address budgetary challenges.
Support the business leaders and RFP team on rebids or proposal developments when requested.
Partner with Human Resources to develop the people strategy that will lead to high engagement candidate attraction
and retention.
Ensure compliance with all regulations, policies and procedures pertaining to the operations including occupational
health and safety, environmental, and quality.
Responsible for the safety of all personnel, equipment, and facilities under the scope of this position, in accordance
with Provincial, Federal, and Bayshore safety regulations and procedures.
Accountable for developing and tailoring plans to drive results in the areas of safety, compliance, service delivery and
Job Qualification

Qualifications and Experience:
Education/Qualification: bachelor’s degree in one of: Business, Commerce or Engineering
Minimum of 10 years of experience in leadership and operations management, including facility management
experience.
Demonstrated ability to lead a large group of direct/indirect managers and front-line employees in a clinical and
technical operations environment.
Demonstrated change leadership, conflict resolution and coaching skills.
Very strong communication and organizational skills.
Experience
Previous managerial experience and strong performance management expertise
Financial management across a variety of professional services
Experience in a Health Canada regulated environment (GMP, DEL, MDEL)
Knowledge in supply chain and logistics management, including their respective technologies (ERP, WMS, TMS)
Experience delivering high-quality innovation, process transformation, and productivity improvements across an
enterprise, with agility, integrity, and credibility.
Service contract negotiation, customer, and stakeholder management
Minimum of five years in a senior leadership role with demonstrated track record of providing inspirational
leadership to a large scale, geographically dispersed, and/or matrixed organization.
Experience, in attracting great diverse talent and developing high performance teams.
Experience with pharmacy-related and/or retail business is an asset.
Key Performance Metrics
Order Accuracy Rate: Measures the percentage of orders correctly fulfilled without errors.
On-Time Delivery Rate: Tracks the percentage of orders delivered on or before the promised delivery date.
Inventory Turnover: Indicates how often inventory is sold and replaced over a specific period.
Warehouse Utilization: Assesses the efficiency of space usage within the warehouse.
Fulfillment Cycle Time: Measures the total time taken from order receipt to delivery.
Cost per Order: Calculates the average cost incurred to fulfill each order.
Return Rate: Tracks the percentage of orders returned by customers.
Employee Productivity: Evaluates the output of warehouse staff in terms of orders processed per hour.
Customer Satisfaction Score: Measures customer satisfaction with the fulfillment process.
Compliance Rate: Ensures adherence to regulatory requirements and internal policies.
Health & Safety: Ensures adherence to Health & Safety protocols.
Employee Engagement: Measures employee satisfaction and sentiment
Average Handle Time: Measures call time and after-call work.
Average Speed to Answer: Ensures calls are answered promptly.
Call Abandonment Rate: Measure customer terminated calls.
Agent utilization Rate: Measures agent availability to answer calls.
Transfer Rate: Measures percentage of calls transferred before resolution.
Cost per Call: Measures total cost associated with handling calls.
First Call Resolution: Ensures calls are resolved during the first interaction.
&