Director, Workforce Excellence - PSC

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

People Leader

All Job Posting Locations:

Charlotte, North Carolina, United States, Dallas, Texas, United States, Horsham, Pennsylvania, United States of America, Orlando, Florida, United States of America, Phoenix, Arizona, United States, Pittsburgh, Pennsylvania, United States of America, Raleigh, North Carolina, United States

Job Description:

Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow. Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.

The Patient Engagement and Customer Solutions (PECS) organization serves patients, during their treatment journey with J&J Innovative Medicine therapies, to help overcome challenges to fulfillment, on-boarding and adherence.  We partner with the Oncology team to support their focus on the elimination of cancer by discovering new pathways and modalities to find treatments and cures. We lead where medicine is going and need innovators with an unwavering commitment to results.

Learn more at https://www.jnj.com/innovative-medicine

We are searching for the best talent for a Director, Workforce Excellence located in Horsham, PA; Pittsburgh, PA; Raleigh, NC; Charlotte, NC, Orlando, FL; Phoenix, AZ; or Dallas, TX

Purpose:

The Director, Workforce Excellence will collaborate closely with Patient Service Center (PSC) senior leadership to shape and execute the strategic vision for centralized, enterprise services that enable and optimize contact center and pharmacy operations. The Director will provide leadership and oversight of Associate Directors and Workforce Excellence functions, including Workforce Management (WFM), Capacity and Workforce Forecasting, and Call Monitoring and Quality. These functions support the PSC operational strategy and more than 1,200 employees and contingent workers across dozens of functions and product lines. The Director is accountable for designing, scaling, and governing predictable, insight-driven service models that optimize performance, manage risk, and elevate patient, provider, and caregiver experiences. This role serves as a strategic partner to PSC leadership, translating data and operational insights into clear recommendations and decisive action.

Key Responsibilities:

Workforce Excellence Leadership:

• Provide leadership and oversight for centralized Workforce Excellence functions, ensuring seamless enablement of PSC contact center and pharmacy operations.
• Establish operating models and performance-management frameworks across Workforce Excellence functions, aligned with PSC strategy and enterprise priorities.
• Lead, mentor, and develop a team of Associate Directors, managers, functional leaders, and individual contributors, fostering accountability, talent growth, and a high-performance culture.
• Exercise independent judgment and decision-making authority on matters that affect organizational performance, service reliability, and operational outcomes.

Workforce Management & Forecasting:

• Lead workforce planning and forecasting strategies, ensuring capacity aligns with demand to deliver consistent, high-quality patient and provider experience.  Enhance ability to scenario plan; shape capacity strategy & evolution of service level standards.
• Oversee development of advanced WFM models (demand forecasting, intraday adjustments, utilization optimization) to improve service levels, efficiency and cost performance.
• Shape shift definition, bid, and management strategies by role to meet the evolving demands of the business

Quality, Process Standards & Analytics:

• Oversee call monitoring and quality programs that assess service performance, identify risk and coaching opportunities, and promote consistent patient and provider experiences.
• Influence & inform the development of process & attendance standards, change control, work instructions, and knowledge management to ensure consistent, scalable operations.
• Oversee workforce analytics and reporting, including dashboards, operational scorecards, root-cause analyses, and ad-hoc requests.
• Standardize data governance and self-service capabilities to enable rapid, accurate decisions, and solve complex issues.
• Translate complex data into actionable insights and recommendations that inform resourcing, process redesign, training, and technology investments to improve safety, throughput, and the patient/provider experience.

Cross-Functional Collaboration:

• Serve as the senior point of contact for PSC Workforce Excellence capabilities, priorities, performance, and escalations.
• Maintain high-touch communication and collaboration with PSC operations and cross-functional partners, including Finance, Analytics, Compliance, Legal, Privacy, Security, Information Technology, Human Resources, etc, to assess initiatives and enterprise impact.
• Conduct program reviews, including performance updates, business insights, and recommendations for improvement.

Strategy, Innovation & Continuous Improvement:

• Help define and execute the roadmap and growth plans for PSC Workforce Excellence capabilities, including technology investments, service-model evolution, AI implementation, and scalable initiatives.
• Lead continuous improvement initiatives to reduce cycle time, defects, and cost while improving service levels and reliability.
• Assess the market for emerging industry, regulatory, and marketplace trends to proactively evolve service models and operational capabilities.

Leadership & Culture:

• Champion Johnson & Johnson’s Credo values and build a culture of trust, engagement and operational excellence across teams.
• Develop future leaders through coaching, mentorship, and performance management.
• Drive accountability, talent retention, and consistent delivery of business commitments.

Other:

• Travel domestically up to 25% of the time.
• Other duties as assigned. 

Required Qualifications:

• Bachelor’s degree in healthcare, operations, business, analytics, or a related field.
• A minimum of 10 years of relevant industry experience in healthcare, biotech, pharmaceutical, contact center, specialty pharmacy, and/or enterprise operations.
• A minimum of 5 years of experience leading centralized support services, Workforce Excellence capabilities, or operations excellence teams.
• A minimum of 3 years of people leadership experience, building high performing teams, driving performance accountability, and a track record of developing & supporting talent in advancing their careers.
• Demonstrated success building and scaling WFM/forecasting, process governance, and related analytics/reporting capabilities.
• Strong knowledge of healthcare regulatory requirements and privacy standards (e.g., HIPAA) as they apply to operational support functions.
• Proven leadership presence with the ability to influence leaders through data-driven insights and recommendations.
• Advanced proficiency with WFM tools, reporting platforms, and data governance practices.
• Excellent written, verbal and executive presentation and communication skills.
• Proven ability to deliver innovative solutions and drive operational excellence.
• Ability to manage multiple priorities in a dynamic environment.

Preferred Qualifications:

• Advanced degree (MBA, MHA, MHS)
• Experience supporting specialty pharmacy operations, hub services, or patient access programs.
• Lean, Six Sigma, or equivalent process improvement certification.
• Familiarity with payer dynamics, patient financial assistance mechanisms, and regulated healthcare environments.
• Experience in specialty areas such as Oncology, Immunology, or rare diseases.
• Deep understanding of pharmaceutical industry dynamics, reimbursement models, regulatory requirements (e.g., HIPAA, FDA), and patient access challenges.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request accommodation, external applicants please contact us via  https://www.jnj.com/contact-us/careers. Internal employees contact AskGS to be directed to your accommodation resource. 

Required Skills:

Preferred Skills:

Continuous Improvement, Customer Centricity, Customer Relationship Management (CRM), Customer Retentions, Customer Satisfaction, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Developing Others, Emotional Intelligence, Fact-Based Decision Making, Inclusive Leadership, Leadership, Performance Measurement, Process Optimization