Director, Workforce Excellence & Operational Strategy

Brighter Signals; Phoenix (AZ); On-site; USD 180,000 - 250,000; Full time

Job summary

Johnson & Johnson is seeking a Director, Workforce Excellence to shape and execute centralized services across PSC operations, including workforce management and quality programs.

Based in multiple U.S. locations including Phoenix, this role partners with PSC leadership to deliver scalable, insight-driven service models that improve patient and provider experiences while driving cost efficiency.

Qualifications

• Bachelor's degree in healthcare, operations, business, analytics, or a related field.
• A minimum of 10 years of experience in healthcare, biotech, pharmaceutical, contact center or enterprise operations.
• A minimum of 5 years leading centralized support services or operations-excellence teams.
• A minimum of 3 years of people leadership experience.

Responsibilities

• Lead centralized Workforce Excellence functions enabling PSC contact center and pharmacy operations.
• Develop operating models and performance-management frameworks aligned with PSC strategy.
• Mentor and develop a high-performance team of leaders and contributors.
• Oversee workforce planning, forecasting, and capacity strategies to meet demand.
• Oversee call monitoring, quality programs, and data insights to improve performance.

Skills

Continuous Improvement

CRM

Leadership

Data Analytics

Education

Bachelor's degree in healthcare/operations/business/analytics

Tools

WFM tools

Reporting platforms

Data governance

Job description

Johnson & Johnson is seeking a Director, Workforce Excellence to shape and execute centralized services across PSC operations, including workforce management and quality programs.

Based in multiple U.S. locations including Phoenix, this role partners with PSC leadership to deliver scalable, insight-driven service models that improve patient and provider experiences while driving cost efficiency.