Job Function:
Customer Management

Job Sub Function:
Internal Customer Service Training

Job Category:
People Leader

All Job Posting Locations:
Charlotte, North Carolina, United States, Dallas, Texas, United States, Horsham, Pennsylvania, United States of America, Orlando, Florida, United States of America, Phoenix, Arizona, United States, Pittsburgh, Pennsylvania, United States of America, Raleigh, North Carolina, United States, Titusville, New Jersey, United States of America

Job Description:

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

We are searching for the best talent for Supervisor, Learning Operations to be located in Pittsburgh, PA; Raleigh, NC; Charlotte, NC; Orlando, FL; Phoenix, AZ; Horsham, PA; Dallas, TX; or Titusville, NJ.

Purpose:

This role oversees the day-to-day execution of learning operations, ensuring training programs are accurately scheduled, administered, tracked, and reported. The Supervisor leads a team of Training Facilitators and is accountable for the reliability, accuracy, and compliance of learning operations supporting onboarding, ongoing training, upskilling, and priority Patient Service Center (PSC) initiatives.

Responsibilities:

Operations Oversight:

• Oversee daily learning operations activities, including training schedule inputs, enrollments, completions, certifications, and LMS data accuracy.

• Ensure training plans and calendars are operationally supported and executed on time.

• Maintain accurate learning records, training catalogs, and documentation to support audit readiness.

• Support onboarding, recurring training and priority initiatives by ensuring operational coordination and readiness.

• Identify and resolve issues related to data integrity, timelines, and learning administration.

• Partner with Quality and Compliance to ensure learning records and reporting meet regulatory and internal standards.

People Leadership:

• Directly manage a team of Learning Facilitators to include goal setting, work prioritization, coaching, and performance feedback.

• Support team development by providing clear expectations, ongoing feedback, and opportunities to build program management and communication capabilities.

• Assign and prioritize work to ensure accuracy, timeliness, and adherence to learning operations standards.

• Support onboarding and ongoing development of team members.

• Conduct regular check-ins, feedback discussions, and performance evaluations.

• Foster collaboration and accountability within the team and across cross functional partners.

Operational Coordination & Improvement:

• Serve as a key point of coordination between Learning Operations, Instructional Designers and PSC partners on operational timelines and readiness.

• Support development and consistent application of learning operations, SOPs, tools, and job aids.

• Compile and deliver learning operations, metrics, reports, and status updates to leadership.

• Gather feedback from stakeholders to identify opportunities for process improvements.

• Recommend workflow, system, or process changes to improve efficiency and reduce operational risk.

• Up to 10% travel may be required.

• Other duties as assigned.

Required Qualifications:

• A minimum of 5 years of experience in learning operations, training coordination or program operations.
• A minimum of 3 years of experience supervising or leading teams.

• Well versed in MS Office Products (Teams, SharePoint, MS Word, PPT, Excel, etc.)

• Demonstrated experience managing high-volume, detail-oriented operational work.

• Strong organizational, planning, and problem-solving skills.

• Ability to operate effectively in a fast-paced, operational environment.

Preferred Qualifications:

• Bachelor's or Master's degree

• Experience in pharmaceuticals, life sciences, healthcare, or regulated environments.

• Experience supporting contact centers or frontline operations

Required Skills:

Preferred Skills:
Adult Learning Theory, Communication, Continuous Improvement, Curriculum Development, Customer Support Operations, Customer Support Trends, Data Reporting, Developing Others, Give Feedback, Inclusive Leadership, Leadership, Performance Measurement, Presentation Design, Reporting and Analysis, Technical Credibility, Training Delivery Methods, Training Needs Analysis (TNA), Training People

The anticipated base pay range for this position is :
$94,000.00 - $151,800.00

Additional Description for Pay Transparency:
Subject to the terms of their respective plans, employees are eligible to participate in the Company's consolidated retirement plan (pension) and savings plan (401(k)).

This position is eligible to participate in the Company's long-term incentive program.

Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:

Vacation -120 hours per calendar year

Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado -48 hours per calendar year; for employees who reside in the State of Washington -56 hours per calendar year

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 the 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 period10 days

Volunteer Leave - 32 hours per calendar year

Military Spouse Time-Off - 80 hours per calendar year

For additional general information on Company benefits, please go to https://www.careers.jnj.com/employee-benefits