Director, Workforce Excellence — Strategic Ops Leader

Johnson & Johnson MedTech; Orlando (FL); On-site; USD 170,000 - 230,000; Full time

Job summary

Johnson & Johnson is seeking a Director, Workforce Excellence to lead centralized Workforce Excellence for the Patient Service Center. You will shape the strategic vision for WFM, capacity planning, and quality programs across 1,200+ employees and contingent workers, driving scalable, insight-driven service models.

You will mentor leaders, build high-performing teams, oversee analytics, reporting, and governance, and collaborate with PSC leadership to deliver safe, reliable, and patient-focused

Qualifications

• Bachelor’s degree in healthcare, operations, business, analytics, or a related field.
• A minimum of 10 years of relevant industry experience in healthcare, biotech, pharmaceutical, contact center, specialty pharmacy, and/or enterprise operations.
• A minimum of 5 years of experience leading centralized support services, Workforce Excellence capabilities, or operations excellence teams.
• A minimum of 3 years of people leadership experience, building high performing teams, driving performance accountability, and a track record of developing & supporting talent in advancing their careers.
• Demonstrated success building and scaling WFM/forecasting, process governance, and related analytics/reporting capabilities.

Responsibilities

• Provide leadership for centralized Workforce Excellence functions and enable PSC contact center and pharmacy operations.
• Establish operating models and performance-management frameworks across Workforce Excellence functions.
• Lead, mentor, and develop a team of leaders and contributors to foster accountability and high performance.
• Oversee workforce planning, forecasting, and capacity management to meet service level goals.
• Oversee call monitoring, quality programs, data governance, and analytics to improve safety and patient/provider experiences.
• Collaborate with PSC leadership and cross-functional partners to drive enterprise impact.

Job description

Johnson & Johnson is seeking a Director, Workforce Excellence to lead centralized Workforce Excellence for the Patient Service Center. You will shape the strategic vision for WFM, capacity planning, and quality programs across 1,200+ employees and contingent workers, driving scalable, insight-driven service models.

You will mentor leaders, build high-performing teams, oversee analytics, reporting, and governance, and collaborate with PSC leadership to deliver safe, reliable, and patient-focused