Revenue Recognition & Issue Resolution Lead (Remote)

Johnson & Johnson MedTech; Raynham (MA); On-site; USD 102,000 - 177,000; Full time

Benefits offered by this job

Vacation –120 hours per calendar year

Sick time –40 hours per calendar year

Job summary

Johnson & Johnson is seeking a Revenue Recognition and Issue Resolution Manager to lead a Customer Service operations team in accelerating the order-to-cash cycle. The role collaborates across sales, supply chain, finance, and technical teams to ensure compliant revenue recognition and rapid dispute resolution.

Location can be Raynham, MA or Raritan, NJ with case-by-case remote options. The role emphasizes KPI design, data storytelling, and strong leadership to drive performance and customer

Qualifications

• Minimum 5 years of progressive experience in reporting, analytics, customer service, business intelligence, or data‑driven roles with 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.

Responsibilities

• Drive First Issue Resolution: resolve customer inquiries, technical issues, or service requests during the initial contact.
• Minimize Customer Effort: prevent repeat escalations and ensure a seamless experience for the end-user.
• Establish Performance Frameworks: design and refine KPI framework to track first-contact success rates.
• Monitor and Analyze Metrics: oversee daily dashboards, identify root causes for multi‑touch tickets, drive continuous improvement.
• Lead and mentor a team of customer service and issue resolution specialists.
• Establish KPIs tracking 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 resolution timelines.

Skills

Executive communication

Cross-functional collaboration

Analytical thinking

Leadership

Mentoring

Education

Bachelor's degree in Business, Supply Chain, Finance, Analytics, Accounting, or related field

MBA or equivalent

Tools

Power BI

Tableau

SAP

Job description

Johnson & Johnson is seeking a Revenue Recognition and Issue Resolution Manager to lead a Customer Service operations team in accelerating the order-to-cash cycle. The role collaborates across sales, supply chain, finance, and technical teams to ensure compliant revenue recognition and rapid dispute resolution.

Location can be Raynham, MA or Raritan, NJ with case-by-case remote options. The role emphasizes KPI design, data storytelling, and strong leadership to drive performance and customer