Assistant Manager- Skills and learning operation

Job description

We are looking for a digitally savvy and operations-focused Learning Operations Associate to support the administration, governance, and continuous improvement of GSK’s enterprise learning ecosystem, including SuccessFactors Learning, Degreed, ServiceNow, and connected learning technologies. This role is critical in ensuring seamless governance, learner experiences, operational excellence, data accuracy, compliance, and scalable learning operations across global teams. The ideal candidate combines LMS expertise, analytical thinking, stakeholder management, and problem-solving skills with an ability to operate in a fast-paced digital environment. The incumbent is expected to demonstrate a high degree of ownership and accountability, leading end-to-end delivery of learning solutions from needs identification through deployment, adoption, and continuous improvement Key Responsibilities Learning Administration & Analytics (≈50%) • Manage end-to-end learning administration activities across SuccessFactors Learning (including myLearning/myLesson) and Degreed/Blend LXP platforms. • Configure and maintain LMS entities including items, curricula, assessments, instructors, user accounts, and user access, ensuring data integrity and compliance with standards. • Execute learning assignments, removals, completions, governance transactions, and bulk learning operations (including connector files) with high accuracy and adherence to defined SLAs and quality criteria. • Support deployment and lifecycle management of digital learning content, including multilingual course launches, external learning offerings, and Global Mandatory learning modules; provide hyper care and handle related learner queries. • Own service tickets in ServiceNow for training administration activities, ensuring timely resolution of learner and stakeholder requests and effective management. • Create, maintain, and enhance reports and dashboards (e.g., compliance, periodic and customized reports) via myLearning, ServiceNow, and GLMS ODS report views to provide actionable insights to business units and leadership. • Support quality assurance, release testing, and validation activities across learning technologies, integrations, and governance transaction processes. • Monitor automation and bot performance, identify operational risks/issues, and coordinate resolution with technical teams; record and track learning history through standardized processes Governance, Operations & Delivery Excellence (≈50%) • Ensure compliance with defined learning standards, governance frameworks, and reporting requirements across all supported platforms and processes. • Establish and manage structured workflows (intake, review, deployment, governance cycles) aligned to defined SLAs; ensure turnaround timelines are met and communicated effectively to stakeholders. • Own end-to-end delivery of learning deployments and global launches, coordinating across curation, content creation, pathway build, technology, and vendor teams to ensure timely, high-quality outcomes. • Take accountability for delivery outcomes, ensuring alignment to SLAs, quality standards, risk management requirements, and business impact; handle escalations and drive corrective and preventive actions (CAPA). • Perform quality checks of missed VOC and SLA tickets in line with the QC framework and use findings to drive continuous improvement. • Identify, support, and drive process optimization and automation opportunities in partnership with COE/Technology Managers and other global stakeholders. Learner Experience & Stakeholder Partnership • Embed learner-centric design principles and design thinking methodologies to enhance usability, engagement, and effectiveness of learning journeys and pathways. • Gather and incorporate learner and stakeholder feedback (e.g., via 5Di or equivalent frameworks) to continuously improve learning experiences and service quality. • Optimize content structuring, tagging, and user journeys within learning platforms to make learning more discoverable and intuitive. • Stay updated on emerging trends in digital learning, including AI in L&D, and recommend practical applications for Skills & Learning Operations. • Provide consultations to business stakeholders for setting up learning journeys for new joiners, tool access, and other onboarding needs; partner with global stakeholders to improve processes and operational efficiency. People Leadership & Community Support • Upskill Training Coordinator (TC) teams to enable businesses to be more self-sufficient in managing their learning operations. • Assist the TC community with daily queries and organize / facilitate regular TC drop-in sessions to share updates, best practices, and guidance. Basic Qualifications • Bachelor’s degree in a relevant discipline (e.g., Business, HR, Learning & Development, Information Systems, or related field) or equivalent experience. • 5 - 8 years of experience in Learning Operations, LMS Administration, or Learning Support. • Experience supporting enterprise learning platforms in a global environment. • Proficiency in Microsoft Office tools. Preferred Qualifications • SuccessFactors Learning Administration experience or certification. • Exposure to myLearning, Degreed, or Learning Experience Platforms (LXPs). • Experience in reporting, governance operations, or learning analytics. • Understanding of digital learning ecosystems. • Experience working in global, matrixed environments. Technical & Digital Skills • Hands-on experience with LMS/LXP pl