Manager, Learning Service Excellence

Position Summary:

Johnson & Johnson Global Services is recruiting a Learning Service Excellence Manager, based in multiple locations.

In this dynamic role, you will own and shape innovative strategies to elevate service delivery efficiency and enhance the effectiveness of our learning products, ultimately transforming the experience for learners and employees at J&J.

As a key leader, you will collaborate with diverse cross-functional teams, including CS Learn, HR Digital, the Global Service Center (GSC), and Global Experience/Process Owners (GEO/GPO), to identify and drive continuous improvement initiatives that foster operational and service excellence.

You will play a vital role in monitoring and reporting on service delivery and learner metrics, showcasing the impact and value of our initiatives.

Join us in making a meaningful difference and shaping the future of learning at Johnson & Johnson!

Key Responsibilities:

• Data Analysis and Visualization: Analyze service delivery and learner metrics to identify trends, inefficiencies, and opportunities for improvement.

Create and maintain dynamic dashboards that visualize key performance indicators (KPIs) and service delivery metrics, providing actionable insights to guide continuous improvement.

• Presentation and Storytelling: Prepare and present compelling presentations for senior leadership that effectively communicate data-driven insights, facilitating informed discussions and decision-making during monthly and quarterly business reviews (MBR/QBR).

• Project Management: Lead and manage cross-functional projects using Agile and Scrum methodologies to ensure timely execution of service excellence initiatives.

• Continuous Improvement Initiatives: Lead and support teams in identifying, planning, and implementing continuous improvement initiatives, including corrective action planning to address identified issues and operational retrospectives to evaluate project outcomes.

• Innovation and Technology Integration: Explore and recommend new technologies, including digital tools, automation solutions, and Generative AI, to enhance service delivery and learning effectiveness and ensure alignment with organizational goals.

• Stakeholder Collaboration: Collaborate with CS Learn, HR Digital, GSC, and GEO/GPO teams to ensure alignment and effective execution of operational strategies and improvement initiatives.

• Process Optimization: Identify and optimize key processes related to learning services and products, ensuring they meet organizational objectives and enhance the learner experience.

• Documentation and Standards: Develop and maintain standard operating procedures (SOPs), work instructions, and best practice guidelines to ensure consistency and quality in service delivery.

• Training and Support: Provide training and support to team members and stakeholders on service excellence methodologies and tools, fostering a culture of continuous improvement throughout the o...