Johnson & Johnson Careers

Manager of Program Experience Delivery, Human Performance Institute

Orlando, Florida
Operations (Generalist)

Job Description

Requisition ID: 8103180404

The Manager of Program Experience Delivery is responsible for the strategy, development, and deployment of all aspects of delivering training programs at the Johnson and Johnson Human Performance Institute. This person will have responsibility for managing the team that delivers the end to end high touch experience for public and private training programs. The Manager of Program Experience Delivery should have an innovative mindset with a strong attention to detail and a focus on providing an exceptional customer experience. This person will report into the Senior Manager, Delivery & Client Implementation.
This individual will partner closely with other stakeholders including Sales, Content, Implementation, Sales Enablement, Training & Development, Facilities, Premier Executive Leadership Team, J&J Design, IT, Finance, Contracting, Marketing and Communications.  In addition, the Manager of Program Experience Delivery is accountable for insuring that the strategy of the team supports the achievement of desired business outcomes & customer experience.
Key Responsibilities:
  • Ensure successful service delivery and high level of customer satisfaction
  • Day to day responsibilities for leading and managing a team
  • Close collaboration with Content to successfully deploy logistics and materials for new and renovated training solutions.
  • Ensure end to end exceptional and repeatable customer experience in public and private programs.
  • Collect and analyze customer feedback to inform areas of improvement and impact
  • Implement world class, cutting edge technology that is integrated with training solutions
  • Oversee all aspects of public course logistics including catering, room layouts, greeting, customer flow management
  • Manage training room booking and availability
  • Manage vendor relationships and procurement of materials and goods related to training
  • Manage shipping logistics for all training materials
  • Oversee inventory management of materials and goods
  • Drive continuous service improvement based on quality metrics and customer feedback.
  • Ensure printing of all training materials meets quality and content specifications
  • Identify areas for process improvements, efficiencies and standardizations
  • Promote strong processes as a way of achieving consistent, high quality, repeatable results
  • Provide feedback to the Content team on delivery methods and activities.
  • Establish a long-term vision for the operations team and how this will contribute to the success of the business.
  • Initiate new and annual contract renewals with vendors.  
Collaborate with Account Managers and Implementation team to ensure successful delivery of training with strategic accounts
  • A Bachelor’s Degree required and 8 years’ experience in operations, training, leadership & organizational development, human resources and business.  
  • Proven experience in effectively managing a team
  • Experience managing inventory and procurement of goods
  • Vendor relationship management experience in a service model business
  • Experience managing projects and budgets on time and within scope
  • Experience in delivering exceptional customer experiences
  • Ability to think strategically but see things all the way through to flawless execution
  • Ability to make decision and solve problems while working under pressure
  • Ability to manage multiple projects to meet target dates
  • Ability to work independently and think strategically
  • Ability to use computer and software applications
  • Experience with developing and implementing cross-functional business processes & systems in a matrixed environment is required.
  • Must have proven ability to execute and deliver against business plan on time, within budget, and in scope.  
  • Excellent communication and presentation skills
  • Ability to work efficiently, effectively and proactively in a fast-paced, dynamic environment
  • Excellent customer service & presentation skills
  • Flexibility & adaptability
  • Takes initiative
  • Strong organizational skills and tenacity to see issues through to resolution
  • Team focused- willingness to partner, teach, document & learn
This position is located in Orlando, FL full-time and may require up to 20% travel.

Primary Location
United States-Florida-Orlando
J&JHlth&WellSolutions,Inc (6173)
Job Function
Operations (Generalist)
Requisition ID