Learning Operations Team Lead

Johnson & Johnson Innovative Medicine; Philippines; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Johnson & Johnson Learn GSC is seeking a Team Lead to operationally lead a team of Learn First Contact and Resolution Experts, handling end-to-end learning administration. Responsibilities include coaching, QA, and cross-functional partnership with stakeholders to deliver high-quality learner experiences.

The role involves managing case work via ServiceNow and IRIS, escalating issues, and driving continuous improvement in learning processes within a Credo-based leadership framework.

Qualifications

• Minimum Education: University / Bachelor’s Degree graduate.
• Related Experience: 2+ years in learning administration, helpdesk, or HR systems.
• Open to working on a night shift.
• Experience with LMS administration (Cornerstone OnDemand or SuccessFactors) is preferred.

Responsibilities

• Directly supervise CARE agents handling enterprise learning cases, covering administration and Level 1 helpdesk support.
• Lead daily operations, monitor queue status, and manage delegated queue management to ensure service continuity.
• Coach administrators on learning administration best practices and process execution.
• Oversee QA of Learning Administrators’ work and ensure compliance with SLA and quality standards.

Skills

People leadership

Coaching

Communication

Open to night shift

Team management

Education

Bachelor’s degree

Tools

Cornerstone OnDemand

SuccessFactors

ServiceNow

IRIS

Job description

Johnson & Johnson Learn GSC is seeking a Team Lead to operationally lead a team of Learn First Contact and Resolution Experts, handling end-to-end learning administration. Responsibilities include coaching, QA, and cross-functional partnership with stakeholders to deliver high-quality learner experiences.

The role involves managing case work via ServiceNow and IRIS, escalating issues, and driving continuous improvement in learning processes within a Credo-based leadership framework.