Senior Director, Workforce Strategy & Operational Excellence

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:

Professional

All Job Posting Locations:

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, Titusville, New Jersey, United States of America

Job Description:

Johnson & Johnson Innovative Medicine is recruiting for a Senior Director, Workforce Strategy & Operational Excellence located in Pittsburgh, PA, Horsham, PA or Titusville NJ.

About Innovative Medicine

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.

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

Purpose:
The Senior Director of Workforce Strategy & Operational Excellence is a critical member of the PSC Leadership Board and serves as the executive leader accountable for the enterprise workforce strategy, organizational readiness, operational excellence, and regulatory integrity of a ~1,500-person patient-engagement organization with covered entity status. This role shapes the multi-year operating model, workforce strategy, AI transformation roadmap, and organizational capabilities necessary to support business growth, portfolio expansion, regulatory compliance and exceptional patient and provider experiences.  Through enterprise-wide influence and cross-functional partnership, this leader drives organizational resilience, mitigates business risk, and enables the successful execution of Johnson & Johnson Innovative Medicine's evolving patient engagement strategy. As a member of the PSC Leadership Board, this role is a key successor pipeline position for the Vice President Integrated Patient Access & Services.

Responsibilities
Workforce Management:

• Processes complex analytics and numerous data sources to generate insights and forecasts to shape the near- and long-term strategic staffing needs of the PSC & ATC.

• Shapes the development of advanced workforce management models (demand forecasting, intraday adjustments, utilization optimization) of over 15 unique roles to improve service levels, efficiency and cost performance.

• Translates complex data into strategic recommendations on resourcing, process redesign, training, and technology investments to improve impact on the patient/provider experience.

• Ensures that human capital deployment decisions align with business objectives to deliver high quality exceptional customer for patients and providers experience.

• Establishes PSC/ATC process standards, change controls, SOP/policy development, and knowledge management to ensure flexible and scalable operations. 

• Leads executive-level analytics and reporting across the PSC/ATC, including dashboards, operational scorecards, root-cause analyses, and ad-hoc requests designed to identify opportunities for improved impact and future risk mitigation.

Learning and Development:

• Establishes the enterprise capability-building strategy for PSC/ATC ensuring workforce readiness for future business needs, evolving technologies, AI integration and changing healthcare requirements

• Responsible for engaging with Innovative Medicine Senior Leadership (Sr. Directors & VP) of Learning & Development to represent the needs of PSC and align to the enterprise standards.  

• Leads major transformation embedding AI into workflows and ensuring the workforce is prepared for the new operating models

• Establishes metrics, assesses outcomes and drives PSC/ATC learning and development programs to ensure continuous improvement based on technology and market based evolution.

Compliance & Quality Assurance:

• Serves as executive leader of enterprise compliance governance and risk mitigation ensuring adherence to the numerous state and federal laws governing pharmacy operations and operations as a covered entity (HIPPA, etc)

• Establishes compliance processes, awareness and execution to ensure audit readiness, regulatory adherence, and protection of J&J business integrity and reputation.

• Accountable for interpreting audit (internal & external) findings, disseminating them to business partners and putting appropriate mitigations in place. 

• Serves as decision maker on utilization of AI within the PSC/ATC based on enterprise standards and governmental oversight of PHI.

• Institutes and governs Quality Assurance frameworks, monitoring standards, calibration models, and documentation practices that meet internal & external regulatory expectations.

• Shape changes in workforce design, deployment, SOP’s and training using QA results to improve business impact and strengthen employee performance and accountability.  

Strategic Leadership & Innovation:

• Builds a high performing culture focused on talent acquisition, development and retention designed to minimize turnover and negative business impact.

• Owns development  of the multi-year roadmap for PSC/ATC workforce and operational excellence strategy, ensuring readiness for business growth, new product launches, digital transformation, and evolving patient engagement models. 

• Advises PSC and Innovative Medicine executives on workforce investment decisions, organizational effectiveness, capability gaps, and risk mitigation strategies.

• Leads cross-functional prioritization and resource allocation discussions with senior leaders across Commercial, Technology, Compliance, Finance, and Patient Engagement organizations. 

• Assesses the market for emerging trends related to programs, technology enhancements and AI to make recommendations to PSC & PECS leadership on new ways to evolve the PSC/ATC model.

Other: 

•    Up to 25% domestic travel. 
•    Other duties as assigned. 

Required Qualifications:

• Bachelor’s degree in healthcare, operations, analytics, business or related field. 

• A minimum of 12 years of progressive experience in enterprise functions with contact centers, specialty pharmacy, or healthcare operations (workforce management, analytics, QA, compliance).

• 5+ years leading directors and managers overseeing centralized support services or operations excellence teams.

• Demonstrated success building and scaling complex forecasting models to manage human capital allocations and needs

• Strong knowledge of healthcare regulatory requirements and privacy standards (e.g., HIPAA) as they apply to operational support functions.

• Profound understanding of current and future AI applications and governance requirements in a PHI environment 

• Proven executive presence with the ability to influence senior leaders through 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.

Preferred Qualifications:

• Advanced degree (MBA, MHA, MS)

• Experience supporting specialty pharmacy operations, hub services, or patient access programs.

• Lean, Six Sigma, or equivalent process improvement certification.

• Familiarity with payer dynamics, patient financial assistance mechanisms, and regulated healthcare environments.

• Experience in specialty areas such as Oncology, Immunology, or rare diseases.

• Deep understanding of pharmaceutical industry dynamics, reimbursement models, regulatory requirements (e.g., HIPAA, FDA), and patient access challenges.

• Experience building team AI literacy and confidence, reinforcing trusted and responsible AI use and sound judgment is preferred.

• Demonstrated commitment to learning emerging technologies, such as AI, through exploration, iteration, and applying new tools over time is preferred.​

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. 

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation,  external applicants please contact us via https://www.jnj.com/contact-us/careers and internal employees contact AskGS to be directed to your accommodation resource.

Required Skills:

Preferred Skills:

Continuous Improvement, Critical Thinking, Customer Centricity, Customer Relationship Management (CRM), Customer Satisfaction, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Data Savvy, Developing Others, Emotional Intelligence, Fact-Based Decision Making, Personalized Services, Process Optimization, Program Management

The anticipated base pay range for this position is :

$178,000.00 - $307,050.00

Additional Description for Pay Transparency:

Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).
This position is eligible to participate in the Company’s long-term incentive program.
Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:
Vacation –120 hours per calendar year
Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
Holiday pay, including Floating Holidays –13 days per calendar year
Work, Personal and Family Time - up to 40 hours per calendar year
Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
Caregiver Leave – 80 hours in a 52-week rolling period10 days
Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year
For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits