Director, Workforce Excellence & Operations Strategy

Brighter Signals; Dallas (TX); On-site; USD 210,000 - 320,000; Full time

Job summary

Johnson & Johnson is seeking a Director of Workforce Excellence to lead centralized Workforce Management, capacity planning, and analytics across the Patient Service Center. You will partner with PSC senior leadership to shape enterprise service models and scale operations for 1,200+ employees and contingent workers.

You will oversee Associate Directors, drive data-driven decisions, and ensure process governance, training, and continuous improvement across multiple locations including Dallas,

Qualifications

• Bachelor's degree in healthcare, operations, business, analytics, or related field is required.
• Minimum 10 years of relevant industry experience in healthcare, biotech, pharmaceutical, contact center, or enterprise operations.
• At least 5 years leading centralized support services or operations excellence teams.
• At least 3 years of people leadership with coaching and development focus.
• Strong knowledge of WFM, analytics, and data governance practices.

Responsibilities

• Lead centralized Workforce Excellence functions and enable PSC contact center and pharmacy operations.
• Define operating models and performance-management frameworks aligned with PSC strategy.
• Manage and mentor Associate Directors, managers, and teams to foster a high-performance culture.
• Develop workforce planning, forecasting models, and capacity strategies.
• Oversee call monitoring, quality programs, and analytics dashboards to drive improvements.
• Collaborate with cross-functional partners to align initiatives with enterprise priorities.

Skills

Leadership

Data-driven decisions

Communication

Strategic thinking

Change management

Education

Bachelor's degree (healthcare/operations/analytics)

Tools

WFM tools

Reporting platforms

Data governance

Analytics software

Job description

Johnson & Johnson is seeking a Director of Workforce Excellence to lead centralized Workforce Management, capacity planning, and analytics across the Patient Service Center. You will partner with PSC senior leadership to shape enterprise service models and scale operations for 1,200+ employees and contingent workers.

You will oversee Associate Directors, drive data-driven decisions, and ensure process governance, training, and continuous improvement across multiple locations including Dallas,