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Job Function:
Customer Management
Job Sub Function:
Customer Service Operations
Job Category:
People Leader
All Job Posting Locations:
Raritan, New Jersey, United States of America, Raynham, Massachusetts, United States of America, Remote (US)
Job Description:
Johnson & Johnson is recruiting for a Revenue Recognition and Issue Resolution Manager. The position can be located in Raynham, MA or Raritan, NJ. Remote work options may be considered on a case-by-case basis and if approved by the Company.
The Revenue Recognition and Issue Resolution Manager leads the operations of a Customer Service team while ensuring that all activities align tightly with business policies. This role bridges the gap between commercial sales, supply chain, customer service, technical teams and corporate finance. The Manager oversees a team responsible for high-impact escalation management. This role will also be responsible for mapping and monitoring the lifecycle of all open orders, ensuring compliant revenue recognition and rapid dispute resolution in an effort to accelerate the order-to-cash cycle.
Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals.
Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.
Key Responsibilities
- Drive First Issue Resolution: Champion a culture of efficiency by resolving customer inquiries, technical issues, or service requests completely during the initial contact.
- Minimize Customer Effort: Prevent repeat escalations, eliminate unnecessary follow-ups, and ensure a seamless, friction-free experience for the end-user.
- Establish Performance Frameworks: Design, launch, and refine a robust KPI framework specifically tailored to track and measure first-contact success rates.
- Monitor and Analyze Metrics: Oversee daily performance dashboards, identify root causes for multi-touch tickets, and implement continuous improvement strategies to boost resolution efficiency.
- Lead and mentor a specialized team of customer service and issue resolution specialists.
- Establish Key Performance Indicators (KPIs) tracking order to invoice cycle time, invoice to payment speed, Days Sales Outstanding (DSO) reduction, and backlog volume.
- Streamline the workflow to minimize manual touchpoints and reduce errors.
- Establish Key Performance Indicators (KPIs) tracking first issue resolution and managing
- Provide regular data updates to management regarding pipeline health and order resolution timelines.
Qualifications
Education
- Bachelor’s degree required, preferably in Business, Supply Chain, Finance, Analytics, Accounting, or a related field.
- Master’s degree (MBA or equivalent) preferred.
Experience and Skills
Required:
- Minimum 5 years of progressive experience in reporting, analytics, customer service, business intelligence, or data‑driven roles, with demonstrated impact in a complex, matrixed organization.
- Strong experience developing executive‑level dashboards, performance metrics, and analytical insights.
- Ability to translate complex data into clear, actionable insights for senior stakeholders.
- Proven ability to partner cross‑functionally in a matrixed environment, including strategy, operations, and digital teams.
- Experience leading teams, managing competing priorities, and delivering high-quality outcomes in a fast-paced environment.
- Hands-on experience with reporting and analytics tools such as Power BI, Tableau, SAP, or comparable enterprise platforms.
- Excellent communication skills, including the ability to influence stakeholders and present clearly to technical and non-technical audiences.
Preferred:
- Experience in regulated, SOX, or audit-sensitive reporting environments.
- Proven ability to deliver executive-level reporting, governed data definitions, and scalable analytical solutions in a complex organization.
- Experience leading transformation, automation, or reporting standardization initiatives.
- Med Device, healthcare, or similarly regulated industry experience preferred.
- Up to 10% domestic travel may be required.
Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers . internal employees contact AskGS to be directed to your accommodation resource.
If you are under 18 years of age, you (the candidate) may need to obtain the necessary working papers or other documentation required by state law to start the assignment, as well as get a parent’s consent for the background check.
Required Skills:
Preferred Skills:
Consulting, Customer Centricity, Customer Relationship Management (CRM), Customer Satisfaction, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Emotional Intelligence, Fact-Based Decision Making, Performance Measurement, Process Improvements, Process Optimization, Quality Services, Technical Credibility, Technical Support
The anticipated base pay range for this position is :
$102,000.00 - $177,100.00
Additional Description for Pay Transparency:
Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).
This position is eligible to participate in the Company’s long-term incentive program.
Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:
Vacation –120 hours per calendar year
Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
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 period10 days
Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year
For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits