Director, Workforce Excellence & Operations Strategy

Brighter Signals; Horsham (PA); On-site; USD 180,000 - 260,000; Full time

Job summary

Johnson & Johnson is seeking a Director, Workforce Excellence located in multiple U.S. locations including Horsham, PA. The role leads centralized Workforce Excellence functions spanning WFM, capacity, forecasting, and call monitoring to optimize PSC operations serving 1,200+ employees and contractors.

You will drive data-driven decisions, establish scalable service models, and partner with PSC leadership to elevate patient and provider experiences while advancing talent and performance.

Qualifications

• Bachelor's degree in healthcare, operations, business, analytics, or related field.
• 10+ years of experience in healthcare, biotech, pharmaceutical, contact center, or enterprise ops.
• 5+ years leading centralized support services or operations excellence teams.
• 3+ years of people leadership with team development track record.
• Experience building WFM/forecasting, governance, analytics and reporting capabilities.
• Strong knowledge of healthcare regulatory requirements and privacy standards (HIPAA).

Responsibilities

• Provide leadership and oversight for centralized Workforce Excellence functions.
• Establish operating models and performance-management frameworks aligned with PSC strategy.
• Lead, mentor, and develop a team of leaders and contributors.
• Exercise independent judgment on matters affecting performance and reliability.
• Lead workforce planning and forecasting strategies to meet demand.
• Oversee advanced WFM models to improve service levels and cost performance.
• Shape shift definitions and management strategies by role.
• Oversee call monitoring and quality programs for patient/provider experiences.
• Inform development of standards, attendance, and knowledge management.
• Oversee analytics and reporting, including dashboards and scorecards.
• Standardize data governance and self-service for rapid decisions.
• Translate data into actionable insights to inform decisions.

Skills

Workforce Management

Forecasting

Analytics

Leadership

Strategy development

Communication

Education

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

MBA / MHA preferred

Tools

WFM tools

Reporting platforms

Data governance practices

Job description

Johnson & Johnson is seeking a Director, Workforce Excellence located in multiple U.S. locations including Horsham, PA. The role leads centralized Workforce Excellence functions spanning WFM, capacity, forecasting, and call monitoring to optimize PSC operations serving 1,200+ employees and contractors.

You will drive data-driven decisions, establish scalable service models, and partner with PSC leadership to elevate patient and provider experiences while advancing talent and performance.