Associate Director, Learning Operations

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

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

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 an Associate Director, Learning Operations located in Pittsburgh, PA; Raleigh, NC; Charlotte, NC; Orlando, FL; Phoenix, AZ; Horsham, PA; or Dallas, TX.

Purpose:

The Associate Director, Learning Operations leads the strategic deployment and governance of learning delivery across Patient Service Center (PSC). This role ensures that learning initiatives are executed through scalable, disciplined delivery models that align to business priorities, operational capacity, and compliance standards. The Associate Director provides enterprise-level oversight of delivery feasibility, capacity trade-offs, and execution readiness. The role plays a critical part in translating learning strategy into sustainable, high impact execution through standards, governance, and strong people leadership.

Strategic Responsibilities:

• Design and build the foundational learning delivery & operations strategy for PSC that aligns with business priorities and future capability needs.

• Translate PSC's learning strategy into scalable delivery models by defining how curricula, learning plans, and capability priorities are deployed across the enterprise.

• Serve as a strategic liaison for PSC Learning & Development (L&D) to ensure learning delivery approaches are aligned to workforce capacity, staffing strategies, and evolving business priorities.

• Design & govern enterprise-wide learning delivery standards, including delivery models, facilitator expectations, quality thresholds, and operating rhythms that enable consistency and scale.

• Provide strategic input on delivery feasibility, capacity planning, and trade-off decisions, informing leadership prioritization of learning investments and rollout timelines.

• Anticipate delivery risks and constraints and proactively recommend mitigation strategies, alternative approaches, or phased deployments.

• Drive continuous evolution of delivery strategy, incorporating feedback, performance insights, and operational changes to improve efficiency, learner impact, and business outcome.

• Provide forward-thinking leadership by evaluating and leveraging AI and emerging technology to enhance learning processes and capabilities.

Cross-Functional & People Leadership:

• Lead and develop a high-performing learning delivery organization.

• Set performance expectations and capability standards aligned to PSC L&D’s learning philosophy and delivery model.

• Coach and mentor leaders and facilitators on delivery excellence, learner engagement, and professional growth.

• Build bench strength and succession readiness through intentional talent development and capability building.

• Foster a culture of accountability, professionalism, and continuous improvement, anchored in data and learner outcomes.

• Act as a visible leader and role model, reinforcing PSC’s L&D values and ways of working.

Operational Responsibilities:

• Provide oversight of learning delivery planning and deployment across onboarding, continuous development, and upskilling programs, without direct ownership of day-to-day scheduling.

• Ensure delivery readiness and quality through governance mechanisms, standards, and performance indicators.

• Partner with Learning Operations to ensure effective systems, tools, and reporting that enable scale and visibility.

• Provide delivery leadership for enterprise initiatives, such as product launches, process changes, and priority transformations.

• Leverage feedback from Operations, Quality, and learners to assess effectiveness and guide continuous improvement.

• Up to 20% travel may be required.

• Other duties as assigned.

Required Qualifications:

• Bachelor’s degree in related field such as Pharmaceuticals or Life Sciences.

• A minimum of 8 years progressive experience in learning delivery, learning operations, or a related field.

• A minimum of 5 years of experience managing & developing teams (direct & indirect).

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

• Demonstrated experience translating learning strategy into scalable delivery and operational models while considering capacity planning, prioritization, and trade-off decision making related to learning delivery.

• Exposure to both instructor-led/facilitated learning models and blended or virtual delivery environments.

• Excellent executive communication, influence, and stakeholder management skills.

• Ability to lead through ambiguity, manage competing priorities, and drive disciplined execution without direct control.

• Familiarity with learning ecosystems (LMS, delivery coordination, learning operations analytics).

Preferred Qualifications:

• Master’s degree in Learning & Development, Organizational Development, Business or related field.

• Experience supporting call center, customer service, or frontline operational organizations.

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

• Experience establishing standards, governance, and operating rhythms to drive consistent execution at scale.

• Experience designing or evolving enterprise learning delivery models during periods of growth, transformation, or operating change.

• Demonstrated success building high-performing teams and developing leadership capability at scale.

#Li-Remote

Johnson & Johnson is an 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, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource.

Required Skills:

Preferred Skills:

Adult Learning Theory, Business Alignment, Continuous Improvement, Customer Support Operations, Customer Support Trends, Developing Others, Inclusive Leadership, Innovation, Leadership, Learning & Development Trends, Operational Excellence, Performance Measurement, Reporting and Analysis, Strategic Thinking, Technical Credibility, Training Delivery Methods, Training People, Versatility