Revenue Recognition and Issue Resolution Manager

About This Role

Leading the operations of a Customer Service team while ensuring all activities align tightly with business policies is the core of this management role. This position bridges the gap between commercial sales, supply chain, customer service, technical teams, and corporate finance, overseeing a team responsible for high-impact escalation management. The manager will also map and monitor the lifecycle of all open orders, ensuring compliant revenue recognition and rapid dispute resolution to accelerate the order-to-cash cycle.

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

Requirements

• Bachelor's degree required, preferably in Business, Supply Chain, Finance, Analytics, Accounting, or a related field
• 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

Nice to have:

• Master's degree (MBA or equivalent)

About the Company

At Johnson & Johnson, health is everything. Their strength in healthcare innovation empowers them to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through their expertise in Innovative Medicine and Med Tech, they are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Johnson & Johnson announced plans to separate their 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.