Senior Director, Workforce Strategy – Operational Excellence

Johnson & Johnson

. Lead enterprise workforce strategy, organizational readiness, operational excellence, and regulatory integrity for a roughly 1,500-person patient-engagement organization .

Posted 9/29/2026full-timeUnited StatesSenior💰 $178,000 - $307,050 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in workforce strategy, operational excellence, and regulatory compliance within healthcare environments, with a strong focus on AI integration and data-driven decision-making. Proven ability to lead cross-functional teams and develop innovative solutions to optimize workforce management and enhance patient engagement.

Highest-signal resume keywords

Workforce Management ToolsHealthcare Regulatory ComplianceAI Transformation RoadmapData Analytics and ReportingProcess Improvement Methodologies

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Applicant Tracking System Keywords

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Hard Skills

Workforce Strategy DevelopmentForecasting ModelsOperational ExcellenceData Governance PracticesChange ManagementCompliance ProcessesRisk MitigationQuality Assurance FrameworksSOP DevelopmentTraining and Development

Soft Skills

Executive PresenceInfluencing Senior LeadersExcellent Communication SkillsInnovative Problem SolvingAbility to Manage Multiple Priorities

Tools & Technologies

Business Intelligence PlatformsWFM ToolsData Analytics SoftwareDashboard Reporting ToolsScorecard Systems

Certifications & Qualifications

Lean CertificationSix Sigma CertificationAdvanced Degree (MBA, MHA, MS)

Industry Keywords

Healthcare OperationsSpecialty PharmacyPatient EngagementPHI GovernanceRegulatory RequirementsPatient Access ProgramsOncologyImmunologyPharmaceutical Industry DynamicsReimbursement Models

About the role

Key responsibilities & impact

Lead enterprise workforce strategy, organizational readiness, operational excellence, and regulatory integrity for a roughly 1,500-person patient-engagement organization
Shape the multi-year operating model, workforce strategy, AI transformation roadmap, and organizational capabilities
Process complex analytics and data sources to forecast strategic staffing needs
Develop workforce management models covering demand forecasting, intraday adjustments, and utilization optimization across more than 15 roles
Translate data into recommendations on resourcing, process redesign, training, and technology investments
Establish process standards, change controls, SOPs, policies, and knowledge management
Lead executive-level analytics and reporting, including dashboards, scorecards, root-cause analyses, and ad-hoc requests
Establish capability-building and learning and development strategies for future business needs, technology, AI, and healthcare requirements
Represent PSC/ATC needs to Innovative Medicine senior learning and development leadership
Lead transformation embedding AI into workflows and prepare the workforce for new operating models
Establish metrics, assess outcomes, and drive continuous improvement programs
Lead compliance governance and risk mitigation for pharmacy operations and covered-entity requirements
Establish compliance processes and ensure audit readiness and regulatory adherence
Interpret internal and external audit findings and implement mitigations
Decide on AI utilization based on enterprise standards and governmental oversight of PHI
Govern quality assurance frameworks, monitoring standards, calibration models, and documentation practices
Use QA results to shape workforce design, deployment, SOPs, and training
Build a high-performing culture focused on talent acquisition, development, and retention
Own the multi-year PSC/ATC workforce and operational excellence roadmap
Advise executives on workforce investments, organizational effectiveness, capability gaps, and risk mitigation
Lead cross-functional prioritization and resource allocation with Commercial, Technology, Compliance, Finance, and Patient Engagement leaders
Assess emerging program, technology, and AI trends and recommend improvements to the PSC/ATC model
Perform other duties as assigned

Requirements

What you’ll need

Bachelor’s degree in healthcare, operations, analytics, business or related field
Minimum of 12 years of progressive experience in enterprise functions with contact centers, specialty pharmacy, or healthcare operations
5+ years leading directors and managers overseeing centralized support services or operations excellence teams
Success building and scaling complex forecasting models for human capital allocations and needs
Strong knowledge of healthcare regulatory requirements and privacy standards, including HIPAA
Understanding of current and future AI applications and governance requirements in a PHI environment
Executive presence and 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
Ability to deliver innovative solutions and drive operational excellence
Ability to manage multiple priorities in a dynamic environment
Preferred: advanced degree (MBA, MHA, MS)
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
Preferred: experience building team AI literacy and confidence
Preferred: commitment to learning emerging technologies such as AI

Benefits

Comp & perks

Consolidated retirement plan (pension)
Savings plan (401(k))
Long-term incentive program
Vacation – 120 hours per calendar year
Sick time – 40 hours per calendar year; Colorado employees – 48 hours; Washington employees – 56 hours
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 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
Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year
Up to 25% domestic travel