Senior Manager, Learning Platform Services & Support Lead

Working with Us
Challenging. Meaningful. Life-changing. Those aren’t words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it. You’ll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams rich in diversity. Take your career farther than you thought possible.

Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives. Read more: careers.bms.com/working-with-us.

The Learning Platform Services & Support partner aims to ensure seamless and efficient operations across BMS’ digital learning platforms, service desks, and vendor partners within the enterprise learning organization. This role is dedicated to enhancing user experience, optimizing operational efficiency, and fostering digital adoption of the SuccessFactors and Sana platforms. Collaboration with the Enterprise Learning Services content integrity team, system owners, and IT is key to creating a unified and cohesive learner experience.

The learning support and services partner will play a pivotal role in managing and optimizing all aspects of the learning service desk. Responsibilities will include overseeing the team's handling of requests and incidents, ensuring they are addressed promptly and effectively. Drive adherence to service level agreements (SLAs) and key performance indicators (KPIs) to support efficient learning operations. Focus on providing exceptional customer service and delivering timely, effective solutions will be critical to achieving the contributions of the Enterprise Learning Services (ELS) team. Additionally, this role will be the main point of contact for learning operations leads, providing support with onboarding, training, and continuous service improvement ensuring a seamless experience for all stakeholders.

This person will play a crucial role in shaping the strategic direction of the learner experience within BMS’ learning ecosystem. They will conduct quarterly business reviews with internal and external partners to drive and showcase an effective shared learning services model provided by ELS to BMS.  This role will actively pursue opportunities to enhance operations with automation and AI (Artificial Intelligence). Additionally, this role will partner with system owners to develop and implement change and communications plans related to ELS’ learning platforms, support, and services.

Key Responsibilities and Major Duties

Strategy and Business Partnering

• Define, create, and deliver on Enterprise Learning Services (ELS) operational KPI’s i.e., First level resolution (FLR), Turn Around Time (TAT), Service Level Agreements (SLA), Customer Satisfaction (CSAT).

• Define, classify, and create a dashboard for all ELS and vendor operational metrics in partnership with the ELS Content Integrity team.

• Facilitate and lead all ELS quarterly business reviews with Enterprise Learning leadership and with external vendor partners.

• Develop & implement change and communications plans for ELS platforms SuccessFactors & Sana.

• Participate in applicable platform operations forums focused on inclusive involvement across enterprise learning groups to support knowledge dissemination and change pull-through.

• Manage learning incubator initiatives in partnership with ELS LT & HRIT as dedicated project manager to support learning technology proof of concepts run through that governance group.

• Champion and drive automation and AI initiatives in ELS operations.

• Partners with Vendor(s), BU learning leaders, PSLT, Learning Council, Finance, HRIT, HRBPs, and other ELS teams as and when needed to maintain and improve learning operations and ensure enterprise learning needs are met.

Service Desk & Support / Customer Service

• Primary contact and accountable for all service desk escalations regarding LMS (Learning Management System) Administration, SuccessFactors, Sana, SharePoint, and PowerApps for learning.

• Drive efficient resolution of ServiceNow requests and incident resolution, eliminating friction and bottlenecks in the op