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, Pittsburgh, Pennsylvania, United States of America, 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