Digital Service Product Manager

Scorpion Therapeutics; New Jersey; Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Healthcare/insurance

401(k) with match and profit-sharing

4 weeks vacation

Incentives (short-term and long-term)

Job summary

Scorpion Therapeutics in the United States seeks a Digital Service Experience Lead to design and manage best-in-class digital customer and agent experiences across the US.

Based in Parsippany, NJ (Remote considered), you will optimize touchpoints, leverage Service Cloud, and drive self-serve adoption to reduce costs while coordinating with stakeholders to ensure seamless adoption and strong CES/NPS performance.

Qualifications

• Bachelor’s degree in business or data science required or relevant job experience.
• MBA or Master’s in related field preferred.
• 3–5 years in a customer service related role is required.
• 3–5 years designing, implementing, and managing self‑serve modality is required.
• Veterinary services experience is preferred.

Responsibilities

• Optimize Digital Service Touchpoints by developing and implementing a digital customer experience strategy and governance framework across all touchpoints.
• Optimize use of Service Cloud (CRM), Zoetisus.com, and other digital resources to minimize friction and improve efficiency.
• Propose new or modified programs based on market research and emerging best practices.
• Drive self-serve utilization to decrease operational costs.
• Drive Continuous Improvement by recommending strategy changes, enhancements, new solutions, or retirement of existing solutions.
• Coordinate with stakeholders across divisions to seek and incorporate feedback that benefits organizational objectives.
• Maintain communication with key stakeholders to ensure seamless adoption and implementation.
• Lead change management initiatives to improve internal business processes.
• Develop Customer-Centric Strategies by partnering with US Customer Care groups to embed human-centered approaches and improve CES and NPS.
• Implement Customer Satisfaction Metrics by establishing and overseeing data collection, analysis, interpretation, and reporting of digital customer interactions.

Skills

Interpersonal skills

Organizational skills

Creative problem solving

Lean/Six Sigma

Change management

Complex issues analysis

Education

Bachelor’s degree in business or data science

MBA or Master’s in related field

Job description

The primary objective of the Digital Service Experience Lead is to design, establish, and manage the delivery of best‑in‑class digital customer and agent experience strategies for the US.

Position Responsibilities

• Optimize Digital Service Touchpoints: Develop and implement a digital customer experience strategy and governance framework across all touchpoints.
• Optimize use of Service Cloud (CRM), Zoetisus.com, and other digital resources/channels to minimize friction, improve efficiency, and leverage service as an experience differentiator.
• Propose new or modified programs based on market research and emerging best practices.
• Drive self-serve utilization to decrease operational costs.
• Drive Continuous Improvement: Recommend strategy changes, enhancements, new solutions, or retirement of existing solutions.
• Coordinate with stakeholders across divisions to seek and incorporate feedback that benefits organizational objectives.
• Maintain communication with key stakeholders to ensure seamless adoption and implementation.
• Lead change management initiatives to improve internal business processes.
• Develop Customer‑Centric Strategies: Partner with US Customer Care groups to embed human‑centered, customer‑centric approaches and improve CES and NPS.
• Implement Customer Satisfaction Metrics: Establish and oversee collection, analysis, interpretation, and reporting of digital customer interaction data; align digital experience strategy with organizational objectives.

Education and Experience

• Bachelor’s degree in business or data science required, or relevant job experience.
• MBA or Master’s in related field preferred.
• 3–5 years in a customer service related role (required).
• 3–5 years designing, implementing, and managing self‑serve modality (required).
• Veterinary services experience (preferred).

Technical Skill Requirements

• Strong interpersonal/organizational/creative problem‑solving skills.
• Lean/Six Sigma (or similar) process improvement experience.
• Proven change management capabilities.
• Ability to conceptualize complex issues and deliver standardized best‑practice solutions.

Physical Position Requirements

• Based in Parsippany, NJ (Remote considered); travel <20%.

Benefits / Incentives

• Eligible for short-term and long-term incentives; healthcare/insurance, 401(k) with match and profit-sharing, and 4 weeks vacation.