Director, Workforce Excellence — Strategy & Analytics

Brighter Signals; Charlotte (NC); On-site; USD 140,000 - 190,000; Full time

Job summary

Johnson & Johnson is seeking a Director, Workforce Excellence to lead centralized PSC workforce functions across multiple locations, including Charlotte, NC. You will shape strategic vision, build scalable service models, and drive data-informed decision making to optimize contact center and pharmacy operations.

In this senior role, you will mentor leaders, oversee forecasting and analytics, and partner with finance, IT, and operations to improve patient and provider experiences.

Qualifications

• Bachelor's degree in healthcare, operations, business, analytics, or a related field.
• Advanced degree (MBA, MHA, MHS) is preferred.

Responsibilities

• Provide leadership for centralized Workforce Excellence functions across PSC contact center and pharmacy operations.
• Establish operating models and performance-management frameworks.
• Lead, mentor, and develop a team of Associate Directors, managers, and leaders.
• Exercise independent judgment affecting organizational performance and service reliability.
• Oversee workforce planning and forecasting to align capacity with demand.
• Develop advanced WFM models to improve service levels and cost performance.
• Shape shift definition, bid, and management strategies across roles.
• Oversee call monitoring and quality programs to ensure consistent patient/provider experiences.
• Influence process and attendance standards, change control, and knowledge management.
• Oversee workforce analytics, dashboards, scorecards, and ad-hoc requests.
• Standardize data governance and enable rapid, accurate decisions.
• Translate data into actionable recommendations for resourcing and technology investments.
• Collaborate with PSC leadership and cross-functional partners on initiatives and escalations.
• Travel domestically up to 25%.

Skills

Continuous Improvement

Customer Centricity

CRM

Customer Retentions

Customer Satisfaction

Customer Service Philosophy

Customer Support Operations

Customer Support Platforms

Customer Support Policies andProcedur

Customer Support Trends

Developing Others

Emotional Intelligence

Fact-Based Decision Making

Inclusive Leadership

Leadership

Performance Measurement

Process Optimization

Education

Bachelor's degree in healthcare, operations, business, analytics, or a related field

MBA, MHA, or MHS (preferred)

Job description

Johnson & Johnson is seeking a Director, Workforce Excellence to lead centralized PSC workforce functions across multiple locations, including Charlotte, NC. You will shape strategic vision, build scalable service models, and drive data-informed decision making to optimize contact center and pharmacy operations.

In this senior role, you will mentor leaders, oversee forecasting and analytics, and partner with finance, IT, and operations to improve patient and provider experiences.