Strategic Workforce & Operations Excellence Director

Johnson & Johnson Innovative Medicine; Phoenix (AZ); On-site; USD 178,000 - 307,000; Full time

Job summary

Johnson & Johnson Innovative Medicine is recruiting a Senior Director, Workforce Strategy & Operational Excellence to lead the enterprise workforce strategy, organizational readiness, and regulatory integrity for a ~1,500-person patient-engagement organization.

This role is based in Pittsburgh, PA, Horsham, PA, or Titusville, NJ and shapes the multi-year operating model, AI roadmap, and capabilities to support growth, launches, and patient experiences.

Qualifications

• Bachelor’s degree in healthcare, operations, analytics or related field.
• 12 years of progressive experience in enterprise functions with contact centers, specialty pharmacy, or healthcare operations.
• 5+ years leading directors and managers overseeing centralized support services or operations excellence teams.
• Demonstrated success building and scaling forecasting models to manage human capital allocations.
• Strong knowledge of healthcare regulatory requirements and privacy standards (HIPAA).
• Profound understanding of AI applications and governance in a PHI environment.
• Proven executive presence with data-driven insights and recommendations.
• Advanced proficiency with WFM tools, BI/reporting platforms, and data governance practices.
• Excellent written, verbal and executive presentation skills.
• Proven ability to deliver innovative solutions and drive operational excellence.
• Ability to manage multiple priorities in a dynamic environment.

Responsibilities

• Processes complex analytics and numerous data sources to generate insights and forecasts to shape staffing needs.
• Shapes development of workforce management models for over 15 roles to improve service levels and cost performance.
• Translates data into strategic recommendations on resourcing, processes, training, and technology investments.
• Ensures human capital deployment aligns with business objectives to deliver high-quality patient/provider experiences.
• Establishes PSC/ATC process standards, change controls, SOPs, and knowledge management.
• Leads executive analytics and reporting across PSC/ATC including dashboards and scorecards.

Skills

Data analytics

Forecasting

Workforce management

BI reporting

Executive communication

AI governance

Regulatory compliance

Education

Bachelor’s degree in healthcare/analytics

MBA, MHA, MS

Tools

WFM tools

BI/reporting platforms

Data governance tools

Job description

Johnson & Johnson Innovative Medicine is recruiting a Senior Director, Workforce Strategy & Operational Excellence to lead the enterprise workforce strategy, organizational readiness, and regulatory integrity for a ~1,500-person patient-engagement organization.

This role is based in Pittsburgh, PA, Horsham, PA, or Titusville, NJ and shapes the multi-year operating model, AI roadmap, and capabilities to support growth, launches, and patient experiences.