Revenue Recognition and Issue Resolution Manager

Johnson & Johnson

. Lead the operations of a Customer Service team while ensuring activities align with business policies .

Posted 10/8/2026full-timeUnited StatesMid-LevelSenior💰 $102,000 - $177,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading customer service operations, developing performance metrics, and implementing continuous improvement strategies to enhance order-to-cash efficiency. Proficient in translating complex data into actionable insights and fostering cross-functional collaboration in a matrixed environment.

Highest-signal resume keywords

Customer Service LeadershipPerformance Metrics DevelopmentData Analytics and ReportingCross-Functional CollaborationContinuous Improvement Strategies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisKPI Framework DesignOrder ManagementRevenue RecognitionEscalation Management

Soft Skills

Excellent CommunicationStakeholder InfluenceTeam LeadershipProblem SolvingAdaptability

Tools & Technologies

Power BITableauSAPReporting ToolsAnalytics Platforms

Industry Keywords

SOX ComplianceRegulated ReportingHealthcare IndustryMedical Device ExperienceBusiness Intelligence

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

Lead the operations of a Customer Service team while ensuring activities align with business policies
Bridge commercial sales, supply chain, customer service, technical teams, and corporate finance
Oversee high-impact escalation management
Map and monitor the lifecycle of all open orders
Ensure compliant revenue recognition and rapid dispute resolution to accelerate the order-to-cash cycle
Champion first-contact resolution of customer inquiries, technical issues, and service requests
Minimize repeat escalations, unnecessary follow-ups, and customer effort
Design, launch, and refine KPI frameworks for first-contact success rates
Oversee daily performance dashboards and identify root causes of multi-touch tickets
Implement continuous improvement strategies to boost resolution efficiency
Lead and mentor customer service and issue resolution specialists
Track order-to-invoice cycle time, invoice-to-payment speed, DSO reduction, backlog volume, and first issue resolution
Streamline workflows to minimize manual touchpoints and reduce errors
Provide regular data updates to management regarding pipeline health and order resolution timelines

Requirements

What you’ll need

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
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
Preferred: executive-level reporting, governed data definitions, and scalable analytical solutions
Preferred: transformation, automation, or reporting standardization initiatives
Preferred: medical device, healthcare, or similarly regulated industry experience

Benefits

Comp & perks

Retirement plan (pension)
Savings plan (401(k))
Long-term incentive program
Vacation – 120 hours per calendar year
Sick time – 40 hours per calendar year; 48 hours for Colorado residents; 56 hours for Washington residents
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 period
Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year
Up to 10% domestic travel may be required