Director, Workforce Excellence & Contact Center Strategy

Johnson & Johnson MedTech; Dallas (TX); On-site; USD 180,000 - 240,000; Full time

Job summary

Johnson & Johnson in the United States seeks a Director, Workforce Excellence to lead PSC Workforce Excellence, shaping centralized services for contact centers and pharmacy operations across multiple locations. You will manage WFM, capacity planning, and quality, driving data-informed decisions and scalable service models.

The role requires strong leadership, strategic vision, and the ability to partner with senior PSC leaders to improve patient and provider experiences.

Qualifications

• Bachelor’s degree in healthcare, operations, business, analytics, or related field.
• 5+ years leading centralized support services or operations teams.
• 3+ years people leadership and talent development experience.
• Strong knowledge of WFM tools, analytics, and data governance.
• Excellent executive communication and presentation skills.

Responsibilities

• Provide leadership for centralized Workforce Excellence functions for PSC.
• Develop operating models and performance-management frameworks.
• Lead and grow a high-performance team of leaders and contributors.
• Translate data into actionable insights to inform resourcing and training.
• Oversee forecasting, capacity planning, and service level evolution.
• Oversee call monitoring, quality programs, and analytics dashboards.
• Collaborate with cross-functional partners to drive enterprise impact.
• Travel up to 25% as required.

Skills

Leadership

Data-driven insights

Strategic thinking

Communication

WFM expertise

Project management

Education

Bachelor’s degree in healthcare/related field

MBA/MHA/MHS (preferred)

Job description

Johnson & Johnson in the United States seeks a Director, Workforce Excellence to lead PSC Workforce Excellence, shaping centralized services for contact centers and pharmacy operations across multiple locations. You will manage WFM, capacity planning, and quality, driving data-informed decisions and scalable service models.

The role requires strong leadership, strategic vision, and the ability to partner with senior PSC leaders to improve patient and provider experiences.