Senior Director, Workforce Strategy & Operational Excellence

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.
• 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.

Pay & Benefits

• Anticipated base pay range: $178,000.00 - $307,050.00.
• Eligible to participate in the Company's consolidated retirement plan (pension) and savings plan (401(k)).
• Eligible to participate in the Company's long-term incentive program.
• 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 period.
  • 10 days Volunteer Leave – 32 hours per calendar year.
  • Military Spouse Time-Off – 80 hours per calendar year.