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Johnson & JohnsonCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading centralized enterprise services, workforce management, and operational excellence within healthcare and contact center environments. Proven ability to leverage data-driven insights for strategic decision-making and continuous improvement initiatives.
Highest-signal resume keywords
Workforce Management LeadershipHealthcare Regulatory KnowledgeData Governance PracticesOperational ExcellencePeople Leadership Experience
About the role
Key responsibilities & impact- Lead the strategic vision for centralized enterprise services supporting contact center and pharmacy operations
- Provide leadership and oversight for Workforce Management, Capacity and Workforce Forecasting, and Call Monitoring and Quality
- Support operational strategy for more than 1,200 employees and contingent workers across dozens of functions and product lines
- Design, scale, and govern insight-driven service models that optimize performance, manage risk, and improve patient, provider, and caregiver experiences
- Establish operating models and performance-management frameworks
- Lead, mentor, and develop Associate Directors, managers, functional leaders, and individual contributors
- Lead workforce planning and forecasting strategies and capacity alignment
- Oversee advanced WFM models, intraday adjustments, utilization optimization, shift definition, bidding, and management strategies
- Oversee call monitoring, quality programs, workforce analytics, dashboards, scorecards, root-cause analyses, and ad-hoc reporting
- Standardize data governance and self-service capabilities
- Translate data into recommendations for resourcing, process redesign, training, and technology investments
- Serve as senior point of contact for PSC Workforce Excellence capabilities, priorities, performance, and escalations
- Collaborate with Operations, Finance, Analytics, Compliance, Legal, Privacy, Security, IT, and HR
- Conduct program reviews and provide performance updates, business insights, and improvement recommendations
- Define and execute roadmaps and growth plans, including technology investments, service-model evolution, AI implementation, and scalable initiatives
- Lead continuous improvement initiatives to reduce cycle time, defects, and cost while improving service levels and reliability
- Assess emerging industry, regulatory, and marketplace trends
- Champion Johnson & Johnson’s Credo values, develop future leaders, drive accountability, and support talent retention
- Perform other duties as assigned
Requirements
What you’ll need- Bachelor’s degree in healthcare, operations, business, analytics, or a related field
- Minimum of 10 years of relevant industry experience in healthcare, biotech, pharmaceutical, contact center, specialty pharmacy, and/or enterprise operations
- Minimum of 5 years of experience leading centralized support services, Workforce Excellence capabilities, or operations excellence teams
- Minimum of 3 years of people leadership experience
- Demonstrated success building and scaling WFM/forecasting, process governance, and related analytics/reporting capabilities
- Strong knowledge of healthcare regulatory requirements and privacy standards, including HIPAA
- Proven leadership presence and ability to influence leaders through data-driven insights and recommendations
- Advanced proficiency with WFM tools, reporting platforms, and data governance practices
- Excellent written, verbal, executive presentation, and communication skills
- Proven ability to deliver innovative solutions and drive operational excellence
- Ability to manage multiple priorities in a dynamic environment
- Preferred: advanced degree (MBA, MHA, MHS)
- Preferred: experience supporting specialty pharmacy operations, hub services, or patient access programs
- Preferred: Lean, Six Sigma, or equivalent process improvement certification
- Preferred: familiarity with payer dynamics, patient financial assistance mechanisms, and regulated healthcare environments
- Preferred: experience in Oncology, Immunology, or rare diseases
- Preferred: understanding of pharmaceutical industry dynamics, reimbursement models, regulatory requirements, and patient access challenges
- Travel domestically up to 25% of the time
Benefits
Comp & perks- Inclusive work environment
- Equal employment opportunity
- Interview process accommodations for applicants with disabilities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Workforce ForecastingCapacity PlanningProcess GovernanceAnalytics ReportingPerformance Management FrameworksCall MonitoringQuality ProgramsRoot-Cause AnalysisContinuous ImprovementAI Implementation
Soft Skills
Excellent Communication SkillsLeadership PresenceInfluencing SkillsProblem-SolvingCollaboration
Tools & Technologies
WFM ToolsReporting PlatformsDashboardsScorecardsData Analytics
Certifications & Qualifications
Lean CertificationSix Sigma Certification
Industry Keywords
Healthcare OperationsPharmaceutical Industry DynamicsSpecialty PharmacyPatient Access ProgramsHIPAA CompliancePayer DynamicsRegulated Healthcare EnvironmentsOncologyImmunologyRare Diseases