Director, Workforce Excellence

This is a fully remote position, open to applicants in Arizona, +4 more states.

📋 Description

• Drive the strategic direction for centralized enterprise services that support contact center and pharmacy operations.

• Provide leadership and oversight for Workforce Management, Capacity and Workforce Forecasting, as well as Call Monitoring and Quality.

• Support the operational strategy for over 1,200 employees and contingent workers across various functions and product lines.

• Design, scale, and govern insight-driven service models that enhance performance, manage risk, and improve experiences for patients, providers, and caregivers.

• Establish operating models and frameworks for performance management.

• Lead, mentor, and develop Associate Directors, managers, functional leaders, and individual contributors.

• Direct workforce planning and forecasting strategies along with capacity alignment.

• Oversee advanced Workforce Management models, intraday adjustments, utilization optimization, shift definitions, bidding, and management strategies.

• Supervise call monitoring, quality programs, workforce analytics, dashboards, scorecards, root-cause analyses, and ad-hoc reporting.

• Standardize data governance and enhance self-service capabilities.

• Translate data into actionable recommendations for resourcing, process redesign, training, and technology investments.

• Act as the senior point of contact for PSC Workforce Excellence capabilities, priorities, performance, and escalations.

• Collaborate with Operations, Finance, Analytics, Compliance, Legal, Privacy, Security, IT, and HR.

• Conduct program reviews and deliver performance updates, business insights, and recommendations for improvement.

• Define and implement roadmaps and growth plans, including technology investments, service-model evolution, AI implementation, and scalable initiatives.

• Lead continuous improvement initiatives aimed at reducing cycle time, defects, and costs while enhancing service levels and reliability.

• Evaluate emerging industry, regulatory, and marketplace trends.

• Champion Johnson & Johnson’s Credo values, cultivate future leaders, foster accountability, and aid in talent retention.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor’s degree in healthcare, operations, business, analytics, or a related field.

• A minimum of 10 years of relevant industry experience in healthcare, biotech, pharmaceuticals, contact centers, specialty pharmacy, and/or enterprise operations.

• At least 5 years of experience in leading centralized support services, Workforce Excellence capabilities, or operations excellence teams.

• A minimum of 3 years of experience in people leadership.

• Proven success in building and scaling Workforce Management/forecasting, process governance, and related analytics/reporting capabilities.

• Strong understanding of healthcare regulatory requirements and privacy standards, including HIPAA.

• Demonstrated leadership presence with the ability to influence leaders through data-driven insights and recommendations.

• Advanced proficiency with Workforce Management tools, reporting platforms, and data governance practices.

• Exceptional written, verbal, executive presentation, and communication skills.

• Proven capability to deliver innovative solutions and drive operational excellence.

• Ability to manage multiple priorities in a fast-paced environment.

• Preferred: advanced degree (MBA, MHA, MHS).

• Preferred: experience supporting specialty pharmacy operations, hub services, or patient access programs.

• Preferred: Lean, Six Sigma, or equivalent process improvement certification.

• Preferred: familiarity with payer dynamics, patient financial assistance mechanisms, and regulated healthcare environments.

• Preferred: experience in Oncology, Immunology, or rare diseases.

• Preferred: understanding of pharmaceutical industry dynamics, reimbursement models, regulatory requirements, and patient access challenges.

• Willingness to travel domestically up to 25% of the time.

🏝️ Benefits

• Inclusive work environment.

• Equal employment opportunity.

• Interview process accommodations for applicants with disabilities.