[Hiring] Director, Workforce Excellence @Johnson & Johnson Innovative Medicine

Role 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, onboarding, 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.

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.

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.

Qualifications

• Bachelor’s degree in healthcare, operations, business, analytics, or a related field.
• A minimum of 10 years of relevant industry experience in healthcare, biotech, pharmaceutical, contact center, specialty pharmacy, and/or enterprise operations.
• A minimum of 5 years of experience leading centralized support services, Workforce Excellence capabilities, or operations excellence teams.
• A minimum of 3 years of people leadership experience, building high performing teams, driving performance accountability, and a track record of developing & supporting talent in advancing their careers.
• Demonstrated success building and scaling WFM/forecasting, process governance, and related analytics/reporting capabilities.
• Strong knowledge of healthcare regulatory requirements and privacy standards (e.g., HIPAA) as they apply to operational support functions.
• Proven leadership presence with the ability to influence leaders through data-driven insights and recommendations.
• Advanced proficiency with WFM tools, reporting platforms, and data governance practices.
• Excellent written, verbal and executive presentation and communication skills.
• Proven ability to deliver innovative solutions and drive operational excellence.
• Ability to manage multiple priorities in a dynamic environment.

Requirements

• Travel domestically up to 25% of the time.
• Other duties as assigned.

Company Description

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 accommodation, external applicants please contact us via this link . Internal employees contact AskGS to be directed to your accommodation resource.

Required Skills

• Continuous Improvement
• Customer Centricity
• Customer Relationship Management (CRM)
• Customer Retentions
• Customer Satisfaction
• Customer Service Philosophy
• Customer Support Operations
• Customer Support Platforms
• Customer Support Policies and Procedures
• Customer Support Trends
• Developing Others
• Emotional Intelligence
• Fact-Based Decision Making
• Inclusive Leadership
• Leadership
• Performance Measurement
• Process Optimization

Preferred Skills

• Advanced degree (MBA, MHA, MHS)
• 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.