Director, Workforce Excellence & Contact Center Ops

Johnson & Johnson Co.; United States; Remote; USD 180,000 - 240,000; Full time

Job summary

Johnson & Johnson is seeking a Director, Workforce Excellence to shape the strategic vision for centralized services within the Patient Engagement and Customer Solutions (PECS) organization. You will lead PSC contact center and pharmacy operations, guiding Associate Directors and a large team to deliver scalable, data-driven service models.

Responsibilities include workforce planning, capacity management, quality programs, and analytics, with travel up to 25% and collaboration across Finance,

Qualifications

• Bachelor’s degree in healthcare, operations, business, analytics, or related field.
• 10+ years of relevant industry experience in healthcare, biotech, or enterprise operations.
• 3+ years of people leadership experience building high performing teams.
• Demonstrated success building and scaling WFM/forecasting, process governance, and analytics/reporting capabilities.

Responsibilities

• Lead centralized Workforce Excellence capabilities and PSC operations.
• Develop operating models and performance-management frameworks.
• Mentor and develop Associate Directors and teams.
• Oversee workforce planning, forecasting, and capacity management.
• Oversee call monitoring, quality, and analytics programs.
• Translate data into actionable recommendations for resourcing and improvements.
• Collaborate with cross-functional partners on enterprise initiatives.

Skills

Leadership

Communication

Executive presence

Analytical thinking

Strategic thinking

Education

Bachelor's degree in healthcare/related field

Job description

Johnson & Johnson is seeking a Director, Workforce Excellence to shape the strategic vision for centralized services within the Patient Engagement and Customer Solutions (PECS) organization. You will lead PSC contact center and pharmacy operations, guiding Associate Directors and a large team to deliver scalable, data-driven service models.

Responsibilities include workforce planning, capacity management, quality programs, and analytics, with travel up to 25% and collaboration across Finance,