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Job Information

J&J Family of Companies Global Learning Operational Excellence Manager in Trenton, New Jersey

Johnson & Johnson Global Services is recruiting for a Global Learning Operational Excellence Manager, at Johnson and Johnson locations in New Jersey, Tampa, Prague, Colombia, and the Philippines.

Caring for the world, one person at a time, inspires and unites the people of Johnson & Johnson. We embrace research and science – bringing innovative ideas, products and services to advance the health and well-being of people. Employees of the Johnson & Johnson Family of Companies work with partners in health care to touch the lives of over a billion people every day, throughout the world. We have more than 275 operating companies in more than 60 countries, with more than 128,700 employees. Our worldwide headquarters is located in New Brunswick, New Jersey, USA.

The Global Learning Operational Excellence Manager will energize this exciting new role by crafting aligned frameworks for operational excellence, continuous improvement, and cross team cooperation to drive further improvements in learner and employee experiences for JNJ.

Key Responsibilities:

  • Subject Matter Authority on scope of aligned service delivery process

  • Builds and leads documentation updates, storage and planning frameworks including but not limited to work instructions, DTP, & knowledge articles

  • Be a change champion across peer networks and delivery area by crafting communications, awareness, mentoring and training

  • Engages with team members on compliance processes and partners to drive quality measures for inbound and outbound defects

  • Focuses on continuous improvement solutions using lean six sigma practices – which includes any corrective action and preventative action planning as well as operational retrospectives etc.

  • Leads internal operational projects aligned to the scope of operational improvements (i.e., SFDC cats/subcats, SLAs, metrics & retrospective data) in collaboration with the Learning Global Experience/Process Owner (GEO/GPO)

  • Governs and builds oversight of all dashboards including SFDC and partners with Service Performance Reporting to engage teams on operational performance metrics for operational excellence

  • Uses Celonis and Capacity/Workforce Planning tools to conduct root cause analysis for identification of solutions to improve

  • Engages operational leadership and cross team operational delivery by using amongst others, operational huddles

  • Crafts E2E solutions in partnership with GEO team and other service delivery teams including digital/automation projects

  • Partners with Contact Center and HR Ops team to ensure any opportunities or issues are detailed, aligned, and implemented

  • Partners with Service Delivery teams and Reporting teams to ensure all monthly and quarterly business review overviews are pulled together and presents materials at meetings



  • BA/BS required in business or HR related fields

  • Requires 8-10 years of work experience in operations or training/learning

  • Proven experience in Project Management, working towards timelines and commitments

  • Experience in the application of Lean Six Sigma framework to drive improvements Strong communication skills with an ability to lead through diverse points of view and put forth a recommendation and implement.

  • Comfortable in deriving data driven solutions from data available in multiple tools and technologies, aligning with stakeholders and delivering on agreed outcomes

  • Data driven approach with the ability to drive insights to actions and recommendations

  • Strong collaborator and solution oriented with the ability to lift and drive to E2E employee experience across the service areas

  • Fluency in English, both verbal and written is required.


  • Cornerstone on Demand – LMS and other Learning Technologies (i.e., LxP, development tools)

  • Well-rounded understanding of learning in a corporate organization

  • Certification in six sigma or equivalent methodologies

    At Johnson & Johnson, we’re on a mission to change the trajectory of health for humanity. That starts by creating the world’s healthiest workforce. Through cutting-edge programs and policies, we empower the physical, mental, emotional, and financial health of our employees and the ones they love. As such, candidates offered employment must show proof of COVID-19 vaccination or secure an approved accommodation prior to the commencement of employment to support the well-being of our employees, their families and the communities in which we live and work.

    Johnson & Johnson is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Primary Location

United States-Florida-Tampa-8800 Grand Oak Circle

Other Locations

Asia Pacific-Philippines, Latin America-Colombia, North America-United States-New Jersey, North America-United States-Florida-Tampa, Europe/Middle East/Africa-Czech Republic-Prague-Prague


Johnson & Johnson Services Inc. (6090)

Job Function

Human Resources

Requisition ID