Training and Coaching Specialist

Johnson & Johnson

. Serve as a Customer Service subject-matter expert on policies and procedures .

Posted 9/23/2026full-timeUnited StatesJuniorMid-Level💰 $65,000 - $104,650 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Service policies and procedures, with a strong focus on training development, process improvement, and data analysis. Proficient in delivering effective training programs and managing multiple priorities in a fast-paced environment.

Highest-signal resume keywords

Customer Service ExpertiseTraining DevelopmentData AnalysisProcess ImprovementSAP/SFDC Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisTraining Material DevelopmentProcess ImprovementCourse Development SoftwareLearning Management SystemsMicrosoft ExcelMicrosoft WordMicrosoft PowerPointMicrosoft SharePointProblem-Solving

Soft Skills

Strong CommunicationCollaborationInterpersonal SkillsTime ManagementInfluencing Skills

Tools & Technologies

SAPSFDCLearning Management SystemsCourse Development Software

Certifications & Qualifications

Process Excellence/LEAN Certification

Industry Keywords

Customer ServiceTraining and DevelopmentOperational EfficiencySOPsCompliance

Tech Stack

Tools & technologies

SFDC

About the role

Key responsibilities & impact

Serve as a Customer Service subject-matter expert on policies and procedures
Support complex customer order and inquiry issues and conduct troubleshooting
Support business model changes and strategic initiatives
Represent department needs on applicable projects
Assist with employee helpline calls
Communicate franchise information, updates, and employee error notifications
Monitor and respond to Training and Coaching email inquiries and errors
Update SOPs, work instructions, operating procedures, and training manuals
Monitor phone calls, video, and electronic transactions for compliance with Customer Service standards
Document evaluations and employee errors in centralized databases
Lead and facilitate face-to-face, virtual, and computer-based training
Deliver new-hire, coaching/refresher, process/system-change, and continuing-education training
Create blended learning materials and validate content
Ensure completion of SOPs, work instructions, and equivalencies for trainees
Develop post-training surveys and conduct lessons-learned sessions
Identify training gaps and develop mitigation action plans
Conduct one-to-one coaching and track coaching effectiveness
Analyze performance data to identify training gaps and recommend targeted solutions
Prepare coaching summaries for employees and supervisors
Review operational data, identify root causes, and measure post-implementation results
Publish monthly and quarterly scorecards and dashboards
Lead end-to-end process improvements
Perform non-conformance investigations and generate reports
Maintain controlled process documentation
Provide subject-matter support during audits and investigations
Perform other duties as assigned

Requirements

What you’ll need

Bachelor’s degree required in Business, Operations, Analytics, Supply Chain, or a related field
Advanced degree preferred
2–4 years of relevant work experience in customer service, training, learning and development, or a related role
Proficiency in SAP/SFDC
Strong analytical and problem-solving skills
Strong communication, collaboration, interpersonal, verbal and written communication, and influencing skills
Ability to manage multiple priorities in a fast-paced environment
Experience with course development software and Learning Management Systems is highly preferred
Demonstrated ability to develop training materials and content, such as Quick Reference Guides and playbooks
Experience delivering soft skills, systems, operational, and technical training required
Intermediate proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, and SharePoint
Experience analyzing and interpreting data, providing insights, and action planning
Demonstrated process improvement, efficiency, and best-practice development ability
Ability to work independently with minimal supervision on complex issues as a subject-matter/technical expert
Experience leading team projects/activities and demonstrating end-to-end thinking
Time management skills and ability to handle competing priorities and deadlines
Working knowledge of Process Excellence/LEAN methodology and/or certification helpful
English required
Minimal travel (≤10%), primarily domestic

Benefits

Comp & perks

Retirement plan (pension)
401(k) savings plan
Long-term incentive program
Vacation – 120 hours per calendar year
Sick time – 40 hours per calendar year; 48 hours for employees residing in Colorado; 56 hours for employees residing in Washington
Holiday pay, including Floating Holidays – 13 days per calendar year
Work, Personal and Family Time – up to 40 hours per calendar year
Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
Bereavement Leave – 240 hours for an immediate family member; 40 hours for an extended family member per calendar year
Caregiver Leave – 80 hours in a 52-week rolling period
Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year