Revenue Recognition and Issue Resolution Manager

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we 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. Learn more at jnj.com

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world.  We provide an inclusive work environment where each person is considered as an individual.  At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

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.

• →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.

Additional Description for Pay Transparency: