Director, Workforce Excellence

🔥 2 minutes ago

🌵 Arizona, Florida, +3 more states – Remote

🌵 Arizona – Remote 🐊 Florida – Remote 🌲 North Carolina – Remote 🔔 Pennsylvania – Remote 🤠 Texas – Remote

⏰ Full Time

🔴 Lead

👔 Director

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Johnson & Johnson

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1886

🏥 Healthcare

⚕️ Healthcare Insurance

💊 Pharmaceuticals

Healthcare • Healthcare Insurance • Pharmaceuticals

Johnson & Johnson is a multinational corporation focused on innovating across multiple sectors of healthcare and medicine. With a commitment to redefining healthcare, the company merges science and technology to address complex diseases through its divisions in innovative medicine and medical technology. Its areas of focus include oncology, immunology, neuroscience, and specialty ophthalmology, as well as interventional solutions and orthopaedics. J&J is dedicated to advancing global health equity and environmental sustainability while fostering innovation, diversity, and inclusion in the workplace. The company strives to provide solutions that connect health and care for providers, patients, and communities worldwide.

📋 Description

• Shape and execute the strategic vision for centralized enterprise services supporting contact center and pharmacy operations • Lead and oversee Workforce Management, capacity and workforce forecasting, call monitoring, and quality functions • Design, scale, and govern insight-driven service models optimizing performance, risk management, and patient, provider, and caregiver experiences • Establish operating models and performance-management frameworks • Lead, mentor, and develop Associate Directors, managers, functional leaders, and individual contributors • Lead workforce planning, forecasting, capacity strategy, and service-level evolution • Oversee advanced WFM models, shift definition, bidding, and management strategies • Oversee call monitoring, quality programs, workforce analytics, dashboards, scorecards, root-cause analyses, and reporting • Standardize data governance and self-service capabilities • Translate data into recommendations for resourcing, process redesign, training, and technology investments • Collaborate with PSC operations and Finance, Analytics, Compliance, Legal, Privacy, Security, IT, and HR partners • Conduct program reviews and provide performance updates and improvement recommendations • Define and execute roadmaps involving technology investments, service-model evolution, AI implementation, and scalable initiatives • Lead continuous improvement to reduce cycle time, defects, and cost while improving service levels and reliability • Assess industry, regulatory, and marketplace trends • Champion Johnson & Johnson’s Credo values, develop future leaders, and drive accountability and talent retention • Travel domestically up to 25% of the time

🎯 Requirements

• Bachelor’s degree in healthcare, operations, business, analytics, or a related field • Minimum of 10 years of relevant industry experience in healthcare, biotech, pharmaceutical, contact center, specialty pharmacy, and/or enterprise operations • Minimum of 5 years of experience leading centralized support services, Workforce Excellence capabilities, or operations excellence teams • Minimum of 3 years of people leadership experience • Demonstrated success building and scaling WFM/forecasting, process governance, and related analytics/reporting capabilities • Strong knowledge of healthcare regulatory requirements and privacy standards, such as HIPAA • Proven leadership presence and ability to influence leaders through data-driven insights and recommendations • Advanced proficiency with WFM tools, reporting platforms, and data governance practices • Excellent written, verbal, executive presentation, and communication skills • Proven ability to deliver innovative solutions and drive operational excellence • Ability to manage multiple priorities in a dynamic environment

🏖️ Benefits

• Inclusive work environment • Accommodation support for applicants with disabilities • Equal employment opportunity