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Johnson & JohnsonCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Workforce Management, capacity forecasting, and operational excellence within healthcare and contact center environments. Proven ability to lead teams, drive strategic initiatives, and implement data-driven solutions to enhance service delivery and compliance.
Highest-signal resume keywords
Workforce ManagementHealthcare Regulatory RequirementsData Governance PracticesOperational ExcellencePeople Leadership
About the role
Key responsibilities & impact- Shape and execute the strategic vision for centralized enterprise services supporting contact center and pharmacy operations
- Lead and oversee Workforce Management, capacity and workforce forecasting, call monitoring, and quality functions
- Design, scale, and govern insight-driven service models optimizing performance, risk management, and 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, forecasting, capacity strategy, and service-level evolution
- Oversee advanced WFM models, shift definition, bidding, and management strategies
- Oversee call monitoring, quality programs, workforce analytics, dashboards, scorecards, root-cause analyses, and reporting
- Standardize data governance and self-service capabilities
- Translate data into recommendations for resourcing, process redesign, training, and technology investments
- Collaborate with PSC operations and Finance, Analytics, Compliance, Legal, Privacy, Security, IT, and HR partners
- Conduct program reviews and provide performance updates and improvement recommendations
- Define and execute roadmaps involving technology investments, service-model evolution, AI implementation, and scalable initiatives
- Lead continuous improvement to reduce cycle time, defects, and cost while improving service levels and reliability
- Assess industry, regulatory, and marketplace trends
- Champion Johnson & Johnson’s Credo values, develop future leaders, and drive accountability and talent retention
- Travel domestically up to 25% of the time
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, such as 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
Benefits
Comp & perks- Inclusive work environment
- Accommodation support for applicants with disabilities
- Equal employment opportunity
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Capacity ForecastingProcess GovernanceAnalytics ReportingService-Level EvolutionQuality ProgramsRoot-Cause AnalysisPerformance Management FrameworksAI ImplementationShift DefinitionBidding Management
Soft Skills
Excellent Communication SkillsLeadership PresenceInfluencing SkillsMentoringCollaboration
Tools & Technologies
WFM ToolsReporting PlatformsDashboardsScorecardsSelf-Service Capabilities
Industry Keywords
HealthcareBiotechPharmaceuticalContact CenterSpecialty PharmacyEnterprise OperationsHIPAAData-Driven InsightsContinuous ImprovementTalent Retention