Director, Workforce Excellence — Healthcare Operations Leader

Johnson and Johnson

Charlotte (NC)

Hybrid

USD 180,000 - 240,000

Full time

10 days ago

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Job summary

Johnson & Johnson is seeking a Director, Workforce Excellence to lead centralized PSC Workforce functions across multiple sites, including Charlotte, NC; Raleigh, NC; Horsham, PA; Pittsburgh, PA; Orlando, FL; Phoenix, AZ; Dallas, TX. You will shape the strategic vision for workforce management, capacity planning, and quality analytics to optimize contact center and pharmacy operations.

You will mentor senior leaders, translate data into action, and drive continuous improvement while aligning

Qualifications

Bachelor’s degree in healthcare, operations, business, analytics, or related field.
At least 10 years of relevant healthcare, biotech, pharmaceutical, contact center, or enterprise operations experience.
At least 5 years leading centralized support services or operations excellence teams.
At least 3 years of people leadership experience.
Proven success scaling WFM/forecasting and analytics capabilities.
Strong knowledge of HIPAA and privacy standards in operations.
Excellent written, verbal and executive presentation skills.
Ability to deliver innovative solutions and drive operational excellence.
Ability to manage multiple priorities in a dynamic environment.

Responsibilities

Provide leadership for centralized Workforce Excellence functions, enabling PSC ops.
Establish operating models and performance frameworks aligned with PSC strategy.
Lead and develop a team of Associate Directors, managers and leaders.
Exercise independent judgment on matters affecting performance and risk.
Lead workforce planning and forecasting to meet demand and quality.
Oversee development of advanced WFM models for service levels and costs.
Shape shift definitions and management by role to meet demand.
Oversee call monitoring and quality programs for coaching opportunities.
Standardize data governance and self-service for rapid decisions.
Translate complex data into actionable insights for resourcing and tech investments.
Cross-functional collaboration with Finance, Analytics, Compliance, IT, HR, etc.
Develop roadmap and growth plans for PSC Workforce Excellence capabilities.
Lead continuous improvement to reduce cycle time and cost.
Travel domestically up to 25% and other duties as assigned.