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 leading enterprise workforce strategy, operational excellence, and regulatory compliance within healthcare environments. Proficient in developing workforce management models, leveraging AI for transformation, and driving continuous improvement through data-driven insights.

Highest-signal resume keywords

Workforce Management ModelsHealthcare Regulatory RequirementsAI Transformation RoadmapData Governance PracticesOperational Excellence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Forecasting ModelsData AnalyticsProcess RedesignChange ManagementQuality Assurance FrameworksRisk MitigationSOP DevelopmentCapability BuildingPatient Engagement StrategiesOperational Scorecards

Soft Skills

Executive PresenceInfluencing Senior LeadersWritten CommunicationVerbal CommunicationPresentation Skills

Tools & Technologies

WFM ToolsBI/Reporting PlatformsData Analytics ToolsDashboard SoftwareOperational Scorecard Tools

Certifications & Qualifications

Lean CertificationSix Sigma Certification

Industry Keywords

Healthcare OperationsSpecialty PharmacyPatient Access ProgramsPHI GovernanceFDA RegulationsOncologyImmunologyReimbursement ModelsPayer DynamicsPatient Financial Assistance

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
Generate workforce insights and forecasts from complex analytics and data sources
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 analytics and reporting, including dashboards, operational 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
Lead transformation embedding AI into workflows and prepare the workforce for new operating models
Establish metrics, assess outcomes, and drive continuous improvement in learning and development programs
Govern enterprise compliance, risk mitigation, audit readiness, regulatory adherence, and business integrity
Interpret internal and external audit findings and implement mitigations
Make decisions on AI use in the PSC/ATC based on enterprise standards and PHI oversight
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 workforce and operational excellence roadmap for business growth, launches, digital transformation, and evolving patient engagement models
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 organizations
Assess emerging trends in programs, technology, and AI and recommend improvements to the PSC/ATC model
Serve as a critical member of the PSC Leadership Board and successor pipeline for the Vice President Integrated Patient Access & Services

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
Up to 25% domestic travel
Preferred: advanced degree (MBA, MHA, MS)
Preferred: specialty pharmacy operations, hub services, or patient access program experience
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: pharmaceutical industry, reimbursement model, FDA, and patient access knowledge
Preferred: experience building team AI literacy and trusted AI use

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; 48 hours for Colorado employees; 56 hours for Washington employees
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
Inclusive interview process and disability accommodations