Director, Workforce Excellence - PSC

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

People Leader

All Job Posting Locations:

Charlotte, North Carolina, United States, Dallas, Texas, United States, Horsham, Pennsylvania, United States of America, Orlando, Florida, United States of America, Phoenix, Arizona, United States, Pittsburgh, Pennsylvania, United States of America, Raleigh, North Carolina, United States

Job Description:

Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow. Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.

The Patient Engagement and Customer Solutions (PECS) organization serves patients, during their treatment journey with J&J Innovative Medicine therapies, to help overcome challenges to fulfillment, on-boarding and adherence. We partner with the Oncology team to support their focus on the elimination of cancer by discovering new pathways and modalities to find treatments and cures. We lead where medicine is going and need innovators with an unwavering commitment to results.

Learn more at https://www.jnj.com/innovative-medicine

We are searching for the best talent for a Director, Workforce Excellence located in Horsham, PA; Pittsburgh, PA; Raleigh, NC; Charlotte, NC, Orlando, FL; Phoenix, AZ; or Dallas, TX

Purpose:

The Director, Workforce Excellence will collaborate closely with Patient Service Center (PSC) senior leadership to shape and execute the strategic vision for centralized, enterprise services that enable and optimize contact center and pharmacy operations. The Director will provide leadership and oversight of Associate Directors and Workforce Excellence functions, including Workforce Management (WFM), Capacity and Workforce Forecasting, and Call Monitoring and Quality. These functions support the PSC operational strategy and more than 1,200 employees and contingent workers across dozens of functions and product lines. The Director is accountable for designing, scaling, and governing predictable, insight-driven service models that optimize performance, manage risk, and elevate patient, provider, and caregiver experiences. This role serves as a strategic partner to PSC leadership, translating data and operational insights into clear recommendations and decisive action.

Key Responsibilities:

Workforce Excellence Leadership:

• Provide leadership and oversight for centralized Workforce Excellence functions, ensuring seamless enablement of PSC contact center and pharmacy operations.
• Establish operating models and performance-management frameworks across Workforce Excellence functions, aligned with PSC strategy and enterprise priorities.
• Lead, mentor, and develop a team of Associate Directors, managers, functional leaders, and individual contributors, fostering accountability, talent growth, and a high-performance culture.
• Exercise independent judgment and decision-making authority on matters that affect organizational performance, service reliability, and operational outcomes.

Workforce Management & Forecasting:

• Lead workforce planning and forecasting strategies, ensuring capacity aligns with demand to deliver consistent, high-quality patient and provider experience. Enhance ability to scenario plan; shape capacity strategy & evolution of service level standards.
• Oversee development of advanced WFM models (demand forecasting, intraday adjustments, utilization optimization) to improve service levels, efficiency and cost performance.
• Shape shift definition, bid, and management strategies by role to meet the evolving demands of the business

Quality, Process Standards & Analytics:

• Oversee call monitoring and quality programs that assess service performance, identify risk and coaching opportunities, and promote consistent patient and provider experiences.
• Influence & inform the development of process & attendance standards, change control, work instructions, and knowledge management to ensure consistent, scalable operations.

…