Director, Workforce Excellence & Ops Strategy

Johnson & Johnson Co.; Pittsburgh (Allegheny County); On-site; USD 140,000 - 210,000; Full time

Job summary

Johnson & Johnson is seeking a Director of Workforce Excellence to lead centralized workforce functions for PSC contact center and pharmacy operations across multiple U.S. locations. You will shape capacity planning, forecasting, quality programs, and data governance to deliver reliable patient and provider experiences.

You will mentor senior leaders, partner with cross-functional teams, and drive continuous improvement while embracing Credo values. Travel up to 25% is required.

Qualifications

• Bachelor’s degree in healthcare, operations, analytics.
• 10+ years in healthcare, biotech, or enterprise operations.
• 5+ years leading centralized support services or workforce excellence teams.
• 3+ years of people leadership with coaching and talent development.

Responsibilities

• Provide leadership for centralized Workforce Excellence, enabling PSC contact center and pharmacy operations.
• Lead workforce planning, forecasting, and capacity modeling to meet demand and service levels.
• Oversee call monitoring, quality programs, and analytics to improve safety and patient experiences.
• Collaborate with Finance, Analytics, Compliance, HR and IT to align initiatives with enterprise priorities.
• Define strategy and roadmap for technology investments and scalable service models.

Skills

Workforce leadership

Workforce management

Forecasting

Analytics

Quality monitoring

Data governance

Relationship management

Strategic planning

Communication

Change management

Education

Bachelor’s degree in healthcare, operations, analytics

MBA / MHA / MHS (preferred)

Tools

WFM tools

Reporting platforms

Data governance tools

Job description

Johnson & Johnson is seeking a Director of Workforce Excellence to lead centralized workforce functions for PSC contact center and pharmacy operations across multiple U.S. locations. You will shape capacity planning, forecasting, quality programs, and data governance to deliver reliable patient and provider experiences.

You will mentor senior leaders, partner with cross-functional teams, and drive continuous improvement while embracing Credo values. Travel up to 25% is required.