Director, Workforce Excellence: Contact Center & Ops Strategy

Brighter Signals; Pittsburgh (Allegheny County); On-site; USD 160,000 - 210,000; Full time

Job summary

Johnson & Johnson is hiring a Director, Workforce Excellence to shape centralized, enterprise services for PSC contact center and pharmacy operations. You will lead Workforce Management, forecasting, and quality programs, translating data into clear actions and partnering with PSC leadership to drive performance.

You will manage Associate Directors and a diverse team, champion Credo values, and travel up to 25% domestically to align with enterprise priorities and service models.

Qualifications

• Bachelor's degree in healthcare, operations, business, analytics, or related field.
• 10+ years in healthcare, biotech, pharma, contact center, or enterprise operations.
• 5+ years leading centralized support services or Workforce Excellence teams.
• 3+ years of people leadership experience with track record of developing talent.
• Experience building and scaling WFM/forecasting, governance, and analytics.

Responsibilities

• Provide leadership for centralized Workforce Excellence functions and PSC operations.
• Establish operating models and performance-management frameworks aligned with PSC strategy.
• Lead, mentor, and develop a team of Associate Directors and managers.
• Translate data into actionable insights and recommendations for resourcing and process improvements.
• Oversee Workforce Management, forecasting, analytics, and quality programs.
• Travel domestically up to 25% of the time.

Skills

WFM/Forecasting

Leadership

Data-driven insights

Executive presentation

Education

Bachelor's degree in healthcare or related field

MBA / MHA (preferred)

Tools

WFM tools

Reporting platforms

Data governance

Job description

Johnson & Johnson is hiring a Director, Workforce Excellence to shape centralized, enterprise services for PSC contact center and pharmacy operations. You will lead Workforce Management, forecasting, and quality programs, translating data into clear actions and partnering with PSC leadership to drive performance.

You will manage Associate Directors and a diverse team, champion Credo values, and travel up to 25% domestically to align with enterprise priorities and service models.