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The Team Lead, J&J Learn GSC Learning Admin is responsible for operationally leading a team of Learn First Contact and Resolution Expert (CARE) agents who manages end-to-end support for general Learn processes, ensuring seamless assistance across all Learn teams’ activities. The role provides day-to-day leadership, coaching, support, and operational frameworks that enable the team to deliver consistent, high-quality learning administration services. Team activity is managed through case management tools such as ServiceNow and IRIS. When needed, the Team Lead may directly perform learning administration tasks, manage learner or administrator queries and requests, and serve as an escalation point for team members.

The Team Lead is accountable for Quality Assurance (QA) of Learning Administrators’ work, ensuring adherence to service levels and expected standards for completeness, accuracy, comprehension, timeliness, customer satisfaction, and other quality factors. The role also oversees the logging and incident reporting of supported portal issues through approved ticketing tools provided by the Learning Product Ownership team.

The Team Lead contributes to continuous improvement by identifying, reviewing, recommending, and supporting process or knowledgebase changes and other reference materials. The role partners with GLAHD leadership, administrators across regions, product owners, and stakeholders to deliver a world-class learning administration service and an excellent learner experience.

Major Duties and Responsibilities

People Leadership and Daily Operations

• Directly supervise Care agents handling enterprise learning cases from training organizations and individual learners, covering both administration and Level 1 helpdesk support.
• Lead daily operations, monitor queue status, and manage or oversee delegated queue management to maintain service continuity and prioritization.
• Coach and guide administrators on learning administration best practices, process execution, and service expectations.
• Manage team performance through operational metrics, coaching, feedback, and development conversations.

Stakeholder Management and Escalation Support

• Manage stakeholder relationships across assigned regions, including training organizations and enterprise, regional, and local partners, to ensure service satisfaction and capture feedback on systems, GLAHD processes, team performance, and improvement opportunities.
• Act as a point of escalation for team activities, team accountability, learner concerns, administrator queries, and operational risks requiring leadership judgment.

Quality Assurance and Compliance

• Ensure approved policies and procedures are followed through available QA tools and processes, providing QA feedback and corrective action plans where needed.
• Monitor daily operational QA performance using the JNJ Global Services QA process or oversee the team QA process when delegated.
• Own QA findings and corrections, including full corrective action planning with the Learning Administrator and completion of enterprise-quality CAPA processes for serious findings such as erroneous assignments.

Continuous Improvement and Process Enablement

• Identify, review, recommend, and support continuous improvement initiatives within team processes and across Learn teams.
• Monitor case trends to identify immediate or short-term actions that may reduce preventable case creation.
• Encourage team members to raise improvement ideas and partner with GLAHD leadership and Learning Product Owner teams to implement changes in systems, processes, and knowledge materials.

Project Leadership and Cross-functional Partnership

• Lead or participate in project work with training organizations, internal CI initiatives, and cross-Learn projects to support successful project outcomes.
• Partner with stakeholders to oversee project deliverables by delegating work to team members or directly leading project activities when required.

Communication, Credo-based Leadership, and Professional Conduct

• Communicate clearly in written and verbal formats across teams and stakeholders to explain learning administration processes, deliver updates, and escalate issues appropriately.
• Lead a high-performing, Credo-conscious team by encouraging open dialogue, cross-team knowledge sharing, partnership, development, and growth.
• Maintain trusted and respectful relationships with customers, managers, co-team leads, team members, vendors, service providers, and third parties as needed.
• Establish and maintain a confidential and sensitive work environment while handling customer requests, queries, and workplace interactions professionally.

Ownership, Learning Agility, and Other Responsibilities

• Take ownership of assigned tasks, initiatives, and inquiries, ensuring work is completed efficiently, accurately, and with a high level of quality.
• Demonstrate openness to feedback and willingness to learn, including participation in scheduled and ad hoc training to strengthen technical and process acumen.
• Perform other tasks or projects as needed for the role or as assigned by the immediate manager.

Standards for Qualifying as a Regular Employee

• Satisfactory performance of major duties and responsibilities, including leadership, quality, SLA adherence, and other key performance factors.
• Acceptable attendance record for absences and tardiness.
• Compliance with rules, regulations, onboarding/pre-employment requirements, and employment terms.
• Demonstrated initiative, attention to detail, analytical and problem-solving skills, and suitability for the permanent role.
• Openness to feedback, teamwork, and continued development of skills required for the role.
• Positive work attitude and ability to maintain constructive relationships with the immediate manager, co-team leads, team members, and customers.

Required Qualifications

Minimum Education

University / Bachelor’s Degree graduate

Related Experience

2+ years of related experience

People Management

Required; minimum of 2 years people management experience

Required Knowledge, Skills, and Abilities

• 5+ years of progressive experience in learning administration, learning helpdesk, or other HR systems.
• Good knowledge and experience in LMS administration, preferably Cornerstone OnDemand or SuccessFactors, or administration of other HR systems.
• Advanced knowledge and experience in talent-related technologies and Service Center/Helpdesk technologies, including case management, knowledge management, document management, or other customer service software applications.
• Proven capacity to lead, inspire, and motivate a team while successfully working through diverse operational adversities and challenges.
• Proven openness to feedback, ability to work as part of a team, and passion for coaching, developing people, and providing feedback.
• Strong attention to detail, analytical thinking, problem-solving, and decision-making skills.
• Experience working in a complex matrix organization.
• Experience working in a quality environment is a plus.
• Experience working in the health sciences industry is a plus.
• Open to working on a night shift

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