Director, Workforce Excellence

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

📋 Description

• Develop and implement the strategic vision for centralized enterprise services that support contact center and pharmacy operations.

• Direct and manage Workforce Management, capacity and workforce forecasting, call monitoring, and quality assurance functions.

• Create, expand, and govern service models driven by insights to enhance performance, risk management, and experiences for patients, providers, and caregivers.

• Establish operational models and frameworks for performance management.

• Guide, mentor, and cultivate Associate Directors, managers, functional leaders, and individual team members.

• Oversee workforce planning, forecasting, capacity strategy, and the evolution of service levels.

• Manage advanced Workforce Management models, shift definitions, bidding processes, and management strategies.

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

• Standardize data governance and enhance self-service capabilities.

• Convert data into actionable recommendations for resource allocation, process redesign, training, and technology investments.

• Collaborate with PSC operations, Finance, Analytics, Compliance, Legal, Privacy, Security, IT, and HR partners.

• Conduct program evaluations and provide performance updates along with improvement suggestions.

• Define and implement roadmaps that encompass technology investments, service model advancements, AI integration, and scalable initiatives.

• Drive continuous improvement efforts to minimize cycle time, defects, and costs while enhancing service levels and reliability.

• Evaluate industry, regulatory, and market trends.

• Advocate for Johnson & Johnson’s Credo values, cultivate future leaders, and promote accountability and talent retention.

• Travel domestically up to 25% of the time.

⛳️ Requirements

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

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

• Minimum of 5 years in a leadership role overseeing 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.

• Established leadership presence and the ability to influence decision-makers through data-driven insights and recommendations.

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

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

• Demonstrated ability to deliver innovative solutions and foster operational excellence.

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

🏝️ Benefits

• Inclusive work environment.

• Accommodation support for applicants with disabilities.

• Equal employment opportunity.