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.

About the role

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.

Locations: Horsham, Pennsylvania; Pittsburgh, Pennsylvania; Titusville, New Jersey.

Responsibilities

• Workforce Management:
  • Process 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.
  • Shape 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.
  • Translate complex data into strategic recommendations on resourcing, process redesign, training, and technology investments to improve impact on the patient/provider experience.
  • Ensure that human capital deployment decisions align with business objectives to deliver high-quality, exceptional customer experiences for patients and providers.
  • Establish PSC/ATC process standards, change controls, SOP/policy development, and knowledge management to ensure flexible and scalable operations.
  • Lead 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:
  • Establish 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.
  • Lead major transformation embedding AI into workflows and ensure the workforce is prepared for the new operating models.
  • Establish metrics, assess outcomes, and drive PSC/ATC learning and development programs to ensure continuous improvement based on technology and market-based evolution.
• Compliance & Quality Assurance:
  • Serve as executive leader of enterprise compliance governance and risk mitigation ensuring adherence to numerous state and federal laws governing pharmacy operations and operations as a covered entity (HIPAA, etc.).
  • Establish 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.
  • Serve as decision-maker on utilization of AI within the PSC/ATC based on enterprise standards and governmental oversight of PHI.
  • Institute and govern Quality Assurance frameworks, monitoring standards, calibration models, and documentation practices that meet internal & external regulatory expectations.
  • Shape changes in workforce design, deployment, SOPs, and training using QA results to improve business impact and strengthen employee performance and accountability.
• Strategic Leadership & Innovation:
  • Build a high-performing culture focused on talent acquisition, development, and retention designed to minimize turnover and negative business impact.
  • Own 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.
  • Advise PSC and Innovative Medicine executives on workforce investment decisions, organizational effectiveness, capability gaps, and risk mitigation strategies.
  • Lead cross-functional prioritization and resource allocation discussions with senior leaders across Commercial, Technology, Compliance, Finance, and Patient Engagement organizations.
  • Assess 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.

Requirements

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

Pay

The anticipated base pay range for this position is $178,000.00 - $307,050.00.

Benefits

• 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 (subject to terms of respective policies and date of hire):
  • 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.