Team Lead J&J Learn GSC Learning Admin - CARE Team (HR Operations)

Location: Taguig, National Capital Region (Manila), Philippines. Open to working on a night shift.

Company

Johnson & Johnson MedTech develops healthcare and medical technology solutions as part of Johnson & Johnson.

What you will do

• Lead and supervise CARE agents providing enterprise learning administration and Level 1 helpdesk support.
• Manage daily queues, operational priorities, service continuity, performance metrics, coaching, and development conversations.
• Act as an escalation point for learner concerns, administrator queries, operational risks, and stakeholder issues.
• Oversee quality assurance, service-level adherence, corrective action plans, and CAPA processes.
• Identify case trends and support improvements to learning processes, systems, knowledge bases, and reference materials.
• Lead or contribute to cross-functional projects with training organizations, product owners, and regional stakeholders.

Requirements

• University or bachelor’s degree.
• At least 5 years of progressive experience in learning administration, learning helpdesk, or HR systems.
• At least 2 years of people management experience and demonstrated ability to coach, motivate, and develop a team.
• Knowledge of LMS administration, preferably Cornerstone OnDemand, SuccessFactors, or another HR system.
• Advanced experience with talent technologies, Service Center or helpdesk tools, case management, knowledge management, or document management systems.
• Strong attention to detail, analytical thinking, problem-solving, decision-making, stakeholder management, and experience in complex matrix organizations.

Nice to have

• Experience working in a quality environment.
• Experience in the health sciences industry.
• Knowledge of HR policies, HR law, talent management, employee experience, or HR operational planning.

Culture & Benefits

• Inclusive work environment based on individual dignity, diversity, and merit.
• Leadership approach centered on open dialogue, collaboration, knowledge sharing, and continuous development.
• Full-time employment with regular training and opportunities to strengthen technical and process expertise.
• Confidential and respectful environment for handling customer requests and workplace interactions.