Remote Revenue Recognition & Issue Resolution Lead

Brighter Signals; Raritan (NJ); Hybrid; USD 102,000 - 177,000; Full time

Benefits offered by this job

Time off benefits

401(k) retirement plan

Long-term incentive program

Parental Leave

Job summary

Johnson & Johnson is recruiting for a Revenue Recognition and Issue Resolution Manager, located in Raynham, MA or Raritan, NJ, with remote options potentially considered. This role leads a Customer Service team, ensuring compliant revenue recognition, rapid dispute resolution, and alignment with policies to accelerate order-to-cash processes.

The position oversees multi-functional collaboration with sales, supply chain, customer service, technical teams, and corporate finance, mentoring

Qualifications

• Bachelor’s degree required, preferably in Business, Supply Chain, Finance, Analytics, Accounting, or a related field.
• MBA or equivalent preferred.
• 5+ years of progressive experience in reporting, analytics, customer service, business intelligence, or data-driven roles 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.
• Experience in regulated, SOX, or audit-sensitive reporting environments.
• Up to 10% domestic travel may be required.

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 KPI tracking for order-to-invoice cycle time, invoice-to-payment speed, DSO reduction, and backlog volume.
• Streamline workflow to minimize manual touchpoints and reduce errors.
• Provide regular data updates to management regarding pipeline health and order resolution timelines.

Skills

Executive dashboards

Stakeholder communication

Cross-functional partnership

Leadership

Data-driven decision making

Education

Bachelor’s degree in Business/Analytics/Finance/Related field

MBA or equivalent preferred

Tools

Power BI

Tableau

SAP

Job description

Johnson & Johnson is recruiting for a Revenue Recognition and Issue Resolution Manager, located in Raynham, MA or Raritan, NJ, with remote options potentially considered. This role leads a Customer Service team, ensuring compliant revenue recognition, rapid dispute resolution, and alignment with policies to accelerate order-to-cash processes.

The position oversees multi-functional collaboration with sales, supply chain, customer service, technical teams, and corporate finance, mentoring