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**Job Function: **
Customer Management
**Job Sub Function: **
Customer Service Operations
Job Category:
Professional
All Job Posting Locations:
Raynham, Massachusetts, United States of America
Job Description:
DePuy Synthes is recruiting for a Supervisor, Dispute Resolution in Raynham, MA.
Johnson & Johnson announced plans to separate our Orthopedics business to establish a standalone orthopedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.
Job Overview
The Supervisor, Dispute Resolution leads a team responsible for resolving customer billing, pricing, and transactional disputes with accuracy, efficiency, and professionalism. This role plays a key part in protecting revenue, strengthening customer relationships, and improving operational effectiveness by ensuring disputes are resolved promptly and root causes are addressed. The position partners closely with Finance, Customer Service, Sales, and Supply Chain teams to drive first‑time resolution and continuous process improvement.
Key Responsibilities
Supervise, coach, and develop a team responsible for resolving customer disputes related to pricing, billing, credits, deductions, and returns.
Ensure timely, accurate, and compliant resolution of disputes in accordance with company policies and service level expectations.
Review, approve, and escalate complex or high‑risk disputes as appropriate.
Monitor dispute trends, aging, and resolution metrics to identify root causes and improvement opportunities.
Partner cross‑functionally with Finance, Sales, Customer Service, and Supply Chain to prevent recurring disputes.
Support standardization and continuous improvement of dispute resolution processes and controls.
Ensure adherence to internal controls, audit requirements, and documentation standards.
Qualifications
Education
Required: Bachelor’s degree in Business, Finance, Accounting, Operations, or a related field.
Preferred: Advanced degree or coursework in Finance or Business Administration.
Experience and Skills
Required:
4–6 years of experience in dispute resolution, order‑to‑cash, accounts receivable, customer service, or related operations.
Prior experience leading or supervising employees or work teams.
Demonstrated ability to analyze data, identify root causes, and drive resolution of complex issues.
Strong understanding of billing, pricing, and credit processes.
Preferred:
Experience in a regulated industry such as medical devices, healthcare, or life sciences.
Familiarity with ERP, CRM, or dispute management systems.
Experience driving process improvement or operational excellence initiatives.
Knowledge of Lean, Six Sigma, or similar continuous improvement methodologies.
Excellent communication and problem‑solving skills.
Ability to work effectively in a fast‑paced, cross‑functional environment.
Other
Language: English (required).
Travel: Up to 10%, primarily domestic.
Certifications: Lean, Six Sigma, or finance‑related certifications (preferred).
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, please contact us via https://www.jnj.com/contact-us/careers or contact AskGS to be directed to your accommodation resource.
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Required Skills:
Preferred Skills:
Communication, Continuous Improvement, Customer Centricity, Customer Engagement, Customer Relationship Management (CRM), Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Execution Focus, Problem Solving, Process Optimization, Quality Services, Service Excellence, Standard Operating Procedure (SOP), Technical Support
The anticipated base pay range for this position is :
$94,000.00 - $151,800.00
Additional Description for Pay Transparency:
Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).
Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:
Vacation –120 hours per calendar year
Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
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 period10 days
Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year