Director, Workforce Excellence — Healthcare Ops & Analytics

Brighter Signals; Raleigh (NC); On-site; USD 140,000 - 200,000; Full time

Benefits offered by this job

Travel up to 25%

Job summary

Johnson & Johnson seeks a Director of Workforce Excellence to lead centralized WFM, forecasting, and analytics for PSC contact center and pharmacy operations. You will shape enterprise service models, oversee teams of Associate Directors and staff, and partner with Finance, Analytics, Compliance, HR, and IT to drive operational excellence.

You will travel up to 25% domestically, champion Credo values, and mentor future leaders while delivering data-driven performance improvements across multiple

Qualifications

• Bachelor's degree or higher in healthcare, operations, business, analytics, or related field.
• Minimum 10 years in healthcare, biotech, pharma, or enterprise ops.
• Minimum 5 years leading centralized support services or Workforce Excellence teams.
• Minimum 3 years of people leadership.
• Strong knowledge of WFM, analytics, and data governance.
• Proven ability to influence leadership with data-driven insights.

Responsibilities

• Lead centralized Workforce Excellence functions and enable PSC contact center and pharmacy operations.
• Establish operating models and performance-management frameworks for Workforce Excellence.
• Mentor and develop Associate Directors, managers, and staff to high performance.
• Oversee workforce planning, forecasting, and capacity management to meet demand.
• Oversee call monitoring, quality programs, analytics, and dashboards for continuous improvement.
• Partner with cross-functional stakeholders to align initiatives with enterprise priorities.

Skills

Leadership

Strategic thinking

Data-driven decision making

Cross-functional collaboration

Executive communication

People leadership

Education

Bachelor's degree in healthcare, operations, business, analytics, or related field

Tools

WFM tools

Reporting platforms

Data governance practices

Job description

Johnson & Johnson seeks a Director of Workforce Excellence to lead centralized WFM, forecasting, and analytics for PSC contact center and pharmacy operations. You will shape enterprise service models, oversee teams of Associate Directors and staff, and partner with Finance, Analytics, Compliance, HR, and IT to drive operational excellence.

You will travel up to 25% domestically, champion Credo values, and mentor future leaders while delivering data-driven performance improvements across multiple