Senior Manager, Disputes and Claims

Are you passionate about developing team members and want to have a direct influence on our Customer Experience? This is the role for you! Johnson & Johnson is recruiting for a Senior Manager, Customer Disputes and Claims. The role can be based on Raynham, MA, Palm Beach Gardens, FL or Piscataway, NJ. Caring for the world, one person at a time has inspired and united the people of Johnson & Johnson for over 125 years. We embrace research and science -- bringing innovative ideas, products and services to advance the health and well-being of people. With $93.8 billion in 2021 sales, Johnson & Johnson is the world's most comprehensive and broadly based manufacturer of health care products, as well as a provider of related services, for the consumer, pharmaceutical, and medical devices markets. Employees of the Johnson & Johnson Family of Companies work with partners in health care to touch the lives of over a billion people every day, throughout the world. Thriving on a diverse company culture, celebrating the uniqueness of our employees and committed to inclusion. Proud to be an equal opportunity employer. Position Summary: The Senior Manager, Customer Disputes and Claims you will lead a team of Sr. Business Analysts and Revenue Analysts, and Alternate Sourcing teams with responsibility for investigating, analyzing and resolving customer disputes/deductions for the U.S. Medical Device and Pharmaceutical business units. This senior manager will Partner extensively with Finance, SCCS and Commercial Partners to minimize disputes, efficiently resolve issues and improve the customer experience. Innovation, financial savvy and a customer first approach are critical to success! Responsibilities: Achieve extensive customer penetration and relationship building across various levels in the customer’s functional areas of Logistics, Finance Credit Groups, Sales & Sales Finance, eCommerce and 3PL’s. Develop and implement team and account specific innovative strategies crafted to improve the efficiency of the revenue & dispute management processes, using technology to drive automation. Lead/collaborate with various partners on the design, development and execution of strategic projects to address new and or changing customer needs in the area of financial reconciliation. (Key partners: Distribution Centers, Finance Credit Management, Commercial Finance, Supply Chain Customer Solutions, Channel Operations, Master Data, Customer Support Services and 3PLs) Lead digital innovation projects to automate manual processes, and drive insights to identify root causes and improve customer experience. Deliver results on key KPIs & Metrics: Outstanding Deduction Dollars, Aged Deductions and Days Sale Outstanding (DSO). Develop strategies to improve KPIs thereby increasing revenue for Medical Devices and Pharmaceuticals segments Ensuring compliance standards (SOX, Audits, Document Management) are understood and adhered to across the organization through ongoing training & awareness. Perform benchmarking to identify new methodologies for continuous improvement. Qualifications A minimum of a Bachelors Degree required At least 6 years of business required Previous people management experience required Skills: Business insights - Applies an understanding of products, services, customer marketplace and internal DRIs to achieve goals. Expertise in Sales Order Management, Finance, Credit Management, Sales Policies, Analytics and Operations processes is preferred Teamwork - Establishes positive working relationships with internal and external partners to meet goals by using influence and handling difficult conversations effectively. Decision making - Provides solutions that have a positive impact on the business. Identifies and communicates issues and opportunities with transparency. In-depth knowledge of relevant processes such as SOX, CSV, and GxP required. At Johnson & Johnson, we’re on a mission to change the trajectory of health for humanity. That starts by creating the world’s healthiest workforce. Through cutting-edge programs and policies, we empower the physical, mental, emotional, and financial health of our employees and the ones they love. As such, candidates offered employment must show proof of COVID-19 vaccination or secure an approved accommodation prior to the commencement of employment to support the well-being of our employees, their families and the communities in which we live and work. For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com. Johnson & Johnson is an Affirmative Action and 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, or protected veteran status and will not be discriminated against on the basis of disability. Primary Location United States-New Jersey-Piscataway-425 Hoes Lane Other Locations United States-Florida-Palm Beach Gardens, United States-Massachusetts-Raynham Organization Johnson & Johnson Health Care Systems Inc. (6077) Job Function Operations Requisition ID 2206055808W