Digital Service Product Manager

Jobtailor; Deutschland; Hybrid; EUR 95.000 - 138.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a strategic Digital Customer Experience lead to shape and execute US-based digital service strategies, driving best-practice customer and agent experiences across all touchpoints.

You will leverage feedback systems, govern digital programs, and optimize Service Cloud and related platforms to improve CES and NPS while reducing operating costs. Remote-friendly with Parsippany, NJ base and <20% travel.

Qualifikationen

• Bachelor’s degree in business or data science required, or relevant job experience.
• 3-5 years in a customer service related role required.
• 3-5 years of experience with self-serve modality design, implementation, and management required.
• MBA or Master’s in a related field preferred.
• Experience in a veterinary services related role preferred.
• Strong interpersonal, organizational, and creative problem-solving skills.
• Experience in process improvement methodologies such as Lean/Six Sigma.
• Proven change management capabilities.
• Ability to conceptualize complex issues, processes or procedures and reach standardized, best practice solutions.
• Position is based in Parsippany, NJ; remote considered
• Travel requirement: less than 20%
• Must possess or obtain authorization to work in the US for Zoetis

Aufgaben

• Establish a vision for digital service strategies and goals.
• Design and manage digital customer/agent experiences for the US.
• Use feedback systems to derive actionable insights.
• Coordinate digital service improvements with US Customer Care leaders.
• Develop governance framework across touchpoints.
• Optimize Service Cloud and digital resources.
• Drive self-serve utilization to reduce costs.
• Lead change management across internal processes.
• Ensure strategies improve CES and NPS.
• Analyze digital interaction data and report findings.

Kenntnisse

Digital Customer Experience

Self-Serve Design

Change Management

Process Improvement

Data Analysis

Ausbildung

Bachelor’s degree in Business or Data Science

MBA or Master’s in a Related Field (Preferred)

Tools

Service Cloud

Zoetisus.com

Jobbeschreibung

• Establish a vision for digital service and strategies to achieve that vision
• Design, establish, and manage best-in-class digital customer and agent experience strategies for the US
• Use customer and agent feedback systems to uncover actionable insights
• Coordinate digital service improvement tactics with senior leadership across all US Customer Care teams
• Provide strategic advice on digital customer interactions, including development, execution, and monitoring of SLAs and KPIs
• Develop and implement a digital customer experience strategy and governance framework across all touchpoints
• Optimize Service Cloud (CRM), Zoetisus.com, and other digital resources and channels
• Propose new programs or modifications based on market research and emerging best practices
• Drive self-serve utilization to decrease operational costs
• Recommend strategy changes, enhancements, new solutions, or retirement of existing solutions
• Work with cross-divisional stakeholders to incorporate feedback and support organizational objectives
• Maintain communication with key stakeholders for strategy adoption and implementation
• Lead change management initiatives to improve internal business processes
• Develop customer-centric initiatives with all US Customer Care groups
• Ensure digitalization strategies and programs improve customer experience, CES, and NPS
• Establish and oversee collection, analysis, interpretation, and reporting of digital customer interaction data
• Use digital interaction data to align experience strategy with objectives such as increased revenue and direct product sales

Requirements

• Bachelor’s degree in business or data science required, or relevant job experience
• 3-5 years in a customer service related role required
• 3-5 years of experience with self-serve modality design, implementation, and management required
• MBA or Master’s in a related field preferred
• Experience in a veterinary services related role preferred
• Strong interpersonal, organizational, and creative problem-solving skills
• Experience in process improvement methodologies such as Lean/Six Sigma
• Proven change management capabilities
• Ability to conceptualize complex issues, processes or procedures and reach standardized, best practice solutions
• Position is based in Parsippany, NJ; remote considered
• Travel requirement: less than 20%
• Must possess or obtain authorization to work in the US for Zoetis

Core Competencies

Demonstrates expertise in developing and implementing digital customer experience strategies, utilizing data analysis to enhance customer interactions and drive operational efficiency. Proven ability to lead change management initiatives and collaborate with cross-divisional stakeholders to achieve organizational objectives.

Highest-signal resume keywords

• Digital Customer Experience Strategy
• Self-Serve Modality Design
• Change Management
• Process Improvement Methodologies
• Data Analysis and Reporting

ATS Optimization Keywords

Hard Skills

• Digital Service Improvement
• Customer Feedback Systems
• SLA and KPI Monitoring
• Market Research
• Operational Cost Reduction

Soft Skills

• Interpersonal Skills
• Organizational Skills
• Creative Problem-Solving

Certifications & Qualifications

• Bachelor’s Degree in Business or Data Science
• MBA or Master’s in a Related Field (Preferred)

Industry Keywords

• Veterinary Services
• Customer Care
• Digitalization Strategies

Tools & Technologies

• Service Cloud
• Zoetisus.com