Johnson & Johnson is currently seeking a Training Operations Manager to join our Patient Service Center Team. While this role is remote, the preferred candidate should reside near Pittsburgh, PA; Orlando, FL; Phoenix, AZ; or Raleigh, NC. 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.
The Training Operations Manager plays a critical role in overseeing a high-performing training program. This role will monitor and oversee program activities to ensure compliance with all operating procedures, create and oversee training for the program, execute random and scheduled internal training audits, facilitate various strategic initiatives, and evaluate ongoing effectiveness for projects and programs within PSC. The role will oversee the training programs, review program performance, and work closely with Account Director(s), Program Manager(s), and Operations Supervisors to identify trends to achieve high-quality predictable results and optimal outcomes.
Responsibilities:
Oversee training teams to set program expectations related to delivering excellent customer service.Monitor compliance within the program BRDs, Work Instructions, Call Guides, completion time, and ensure adherence to training expectations.Oversee the creation of new work instructions, job aids, or other materials for program operations.Review, analyze, and follow-up on team processes to ensure all actions and tasks are compliant with program BRDs, Work Instructions, and update as appropriate.Make recommendations to accomplish activities with the utmost efficiency.Assist in the development and delivery of onboarding, training, initial certification, and maintaining records of annual trainings and recertification.Partner and collaborate with external departments as part of PSC, including Compliance, Learning and Development, Analytics, HR, IT, etc. to support quality and training program needs.Provide timely coaching and assess future training needs to ensure teams meet established manufacturer metrics.Independently manage and prioritize multiple project work streams to meet deadlines.Lead and participate in additional Training, Leadership Development, or Special projects as needed.Support initiatives of internal and external groups as a program operations expert for continued development of enhanced training programs.Provide guidance and mentorship to program team to ensure quality standards are met and needs of training programs are being met. Qualifications:
Required Qualifications: Bachelor's Degree and/or equivalent work experience also considered.4+ years' experience in a healthcare management setting.Prior experience in pharmacy, HUB service provider, or the healthcare industry, pertaining to training initiatives.Strong attention to detail is a must.High level of independent judgement, individual initiative, and time management skills.Ability to communicate effectively in a manner that is clear, logical, and consistent verbally and in writing.Proficient in Microsoft Office (Word, Power Point, Excel). Preferred Qualifications: Experience documenting standard operating procedures and creating training materials.Ability to present statistical and technical data in a clear and understandable manner.Understanding of adult learning strategies. This job operates in a professional office environment and teleworking from the employee's home address listed in their employment file. Employees are responsible for the set-up of their home office environment, including physical set-up, internet connection, phone line, electricity, good lighting, comfortable temperature, furniture, etc.
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