Job Description

Johnson & Johnson is currently recruiting for a Head, J&J Learn Experience & Operational Excellence located in New Brunswick, NJ or Tampa, FL.

Caring for the world, one person at a time has inspired and united the people of Johnson & Johnson for over 130 years. We embrace research and science -- bringing innovative ideas, products and services to advance the health and well-being of people.

With $93.8 Billion in 2021 sales, Johnson & Johnson is the world's most comprehensive and broadly-based manufacturer of health care products, as well as a provider of related services, for the consumer, pharmaceutical, and medical devices markets. There are more than 260 Johnson & Johnson operating companies employing over 135,000 people and with products touching the lives of over a billion people every day, throughout the world. If you have the talent and desire to touch the world, Johnson & Johnson has the career opportunities to help make it happen.

Thriving on a diverse company culture, celebrating the uniqueness of our employees and committed to inclusion. Proud to be an equal opportunity employer.

The Global Services, Head, Global L&D Operations, Experience & Process is responsible for shaping, implementing and continuously refining a frictionless employee/customer experience supported by end to end (E2E) processes.  This leader will be supported by a team of Global Process Mangers and Global Op Excellence Managers located globally.  The leader operates in a matrix organization and is responsible for leading functional and cross functional activities to drive improved process and business performance in support of the E2E Process and J&J GS improvement strategies.  The Head, Global L&D Operations, Experience & Process reports to the Head, J&J Learn Global Service Center. 

Specific responsibilities of this roles include:

Leadership of a global team to drive employee experience supported by E2E processes
Lead the development and implementation of E2E processes across the Learning function while improving the employee and user experience
Serves as the integrator with JJ Learn Corporate Services Teams, and various Global Services teams ensuring strategy to execution.            
Lead continuous process improvement efforts and partner with GS and HR leaders to ensure compliance with Corporate Services and Global Services HR standards.   
Lead analysis of experience and process performance (cost, speed, quality) to provide qualitative assessments used by leadership for demonstrating value as well as strategic planning and investments.  
Leverage employee/customer/data insights to drive prioritized service, process and technology solutions to further enhance service delivery, globally
Promote and support a culture of process improvement, innovation & transformation with partners and stakeholders
Drive team engagement and develop a strong pipeline of global, diverse leaders within the ops, experience and process team. 
Enable a Credo-based & High-Performance Culture within team.       
Lead the J&J Learn GSC Strategic Project Portfolio aligned to the JJ Learn GSC Strategic Framework
Ensure process and operations are conducted in a compliant manner, via continuous alignment and execution of the J&J Internal Controls framework.

Major Duties & Responsibilities

Team Leadership & Process Leadership:

Lead the Global Process Leads, OpEx Mgrs, and Operational team by providing direction and coaching in the identification and prioritization of key opportunity areas for operational, value and experience improvements
Drive team engagement and collaboration across GS functions; promote continuous improvement in conjunction with the overall Global Services organization.       
Enable a Credo-based & high-performance culture within team.
Document, and assess end to end business processes including technology, skills and facilities requirements, and maintain process performance data and standards
Build and evaluate process operational and cost models for end to end performance analysis, capacity analysis, workload balancing, cost estimation and cost reduction
Identify improvement opportunities through value stream assessments, process audits, and health checks.
Drive a culture of process & experience improvement, innovation & transformation in collaboration with Service Delivery Leaders & Intelligent Automation
Lead strategic inniatives related to the service delivery key outcomes.

Integrated Service Management:

Serve as the process design Gate Keeper, reviews, classifies and coordinates the information needed for evaluation and prioritization of changes to the E2E experience & process design.
Utilize the Service Excellence and Experience Demand Intake and Portfolio Management processes to ensure consistency in capacity forecasting, demand categorization and prioritization of new ideas for the process and automation activities.
Lead the end to end process change evaluation and version control by evaluating, modeling and simulating performance and cost impacts of new designs and changes
Lead the development of business case for proposed technology, staff and structure changes, including cost estimates (Solution Architect). 
Serves as the integrator with JJ Learn Corporate Services Teams, and various Global Services teams to ensure the strategy enabled through execution.

Continuous Improvement:

Lead resolution of service delivery and performance issues; actively working to identify and implement interventions to improve service.
Leverage CI resources within Service Excellence and Experience team to establish best practices and conduct situationally appropriate root cause analysis and value definition.
Develop and implement standard work, lead workflow simplification, optimization, and process design activities, and support workflow automation and process automation projects
Coach Regional Delivery team members on the application of lean daily management practices
Promote and support a culture of process improvement through the use of continuous improvement processes and tools with GS partners and stakeholders

Other Duties:

Coordinates, triages and ensures delivery of ad hoc requests / projects

Coordinates designated service portfolio, globally
Ensure standards, policies and procedures are followed, globally
Monitors internal and external benchmarks for designated service

Qualifications

Bachelor's degree (BA/BS) is required; an advanced degree (MBA or MS) is preferred
10+ years of relevant experience required
A minimum of 5+ years of experience managing people
Learning agility across industries and/or functions required
A mastery and a proven track record of leading through global, competing complexities is a must
5+ years progressive Continuous Improvement experience in a shared services organization, preferably HR, Finance, or Procurement
Strong level of experience and knowledge specific to the supported E2E Process
Extensive project portfolio and a strong track record in the delivery of lean process improvement projects
An uncompromising commitment to customer satisfaction
Effective and strong partnership and relationship building skills with key stakeholders
Ability to reinforce a culture oriented on customer experience and focused on continuous improvement while building employee-centric repeatable and sustainable processes
Experience in workshop design and facilitation of stakeholders in collaborative problem solving
Track record of building positive working relationships with people who work in a challenging and at times stressful work environment.
Analytical and strategic thinker, and highly developed problem-solving skills
Ability to analyze complex data to draw supportable conclusions and recommendations.
Ability to work effectively in a fast-paced environment, handle multiple projects, and daily planned and unplanned operational activities
Strong presentation skills; can speak across various forums and communicate to broad, diverse audience
Strong Lean and Six Sigma application experience