Digital Service Product Manager

Zoetis, Inc; Parsippany-Troy Hills (NJ); Hybrid; USD 93,000 - 134,000; Full time

Benefits offered by this job

Healthcare benefits starting day one

401K with match

4 weeks of vacation

Job summary

Zoetis, Inc in Parsippany, NJ seeks a Digital Service Experience Lead to shape and oversee the US digital customer and agent experience. The role requires building a vision for digital service, leveraging feedback to drive improvements, and coordinating with senior leaders across US Customer Care to monitor SLA and KPI performance.

Remote consideration is allowed with travel under 20%. The base salary ranges from $93,000 to $134,000, with eligibility for short- and long-term incentives and a

Qualifications

• Bachelor's degree in business or data science required.
• MBA or Master's in related field preferred.
• 3-5 years in a customer service related role.
• Experience with Self-Serve modality design, implementation, and management required.

Responsibilities

• Optimize Digital Service Touchpoints.
• Develop and implement a digital customer experience strategy and governance framework to improve customer experience across touchpoints.
• Optimize use of Service Cloud (CRM) and other digital resources to minimize friction and boost service as an experience differentiator.
• Propose new programs or modifications based on market research and best practices.
• Drive self-serve utilization to decrease operational costs.
• Lead change management initiatives to improve internal processes.
• Collaborate with stakeholders across divisions for mutual benefit and feedback incorporation.
• Maintain strong communication with key stakeholders for seamless adoption.
• Develop customer-centric strategies across US Customer Care groups.
• Ensure digitalization strategies lead to improved CES and NPS metrics.
• Establish and oversee collection and analysis of digital interaction data for insights.
• Align digital experience with business goals like increased revenue and product sales.

Skills

Interpersonal skills

Organizational skills

Creative problem-solving

Change management

Strategic thinking

Education

Bachelor's degree in business or data science

MBA or Master's in related field

Tools

Service Cloud

CRM systems

Job description

Location: Parsippany Preferred

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. This role will be pivotal in Zoetis's aim to put our customers at the center of everything we do.

The Digital Service Experience Lead will be responsible for establishing a vision for digital service and strategies to achieve that vision. They will utilize customer and agent feedback systems to uncover actionable insights and coordinate digital service improvement tactics with senior leadership across all US Customer Care teams. They will be responsible for strategic advice in the management of digital customer interactions, including development, execution, and monitoring of SLA's and KPI's as process improvement indicators.

Position Responsibilities

• Optimize Digital Service Touchpoints
• In collaboration with the appropriate business functions, develop and implement a digital customer experience strategy and governance framework aimed to improve the customers' experience across all touchpoints.
• Optimize the use of Service Cloud (CRM), Zoetisus.com, and other digital resources and channels to minimize friction in customers' interactions with service teams, improve efficiency, and leverage service as an experience differentiator.
• Propose new programs and/or modifications of existing programs based on market research and understanding of current and emerging best practices.
• Drive self-serve utilization to decrease operational costs.
• Drive Continuous Improvement
• Recommend strategy changes, including enhancements, new solutions or retiring of existing solutions.
• Place priority on effectively working with stakeholders from other divisions within the organization for mutual benefit by seeking and incorporating feedback that will benefit organizational objectives.
• Maintain strong lines of communication with key stakeholders to ensure seamless adoption and implementation of strategies.
• Lead change management initiatives to develop and improve internal business processes.
• Develop Customer-Centric Strategies
• Work with all US Customer Care groups to develop initiatives to improve the customer experience and embed human-centered, customer centric approaches and processes.
• Ensure customer digitalization strategies and programs are designed, implemented, and operated to result in an optimal customer experience, leading to improved CES (Customer Effort Score) and NPS (Net Promotor Score).
• Implement Customer Satisfaction Metrics
• Establish and oversee the collection, analysis, interpretation, and reporting of digital customer interaction data, to deliver meaningful insights (pain points and opportunities).
• Utilize digital interaction data to align the digital experience strategy with organizational objectives such as increased revenue and direct product sales.

Education and Experience

• Bachelor's degree in businessor data science required, or relevant job experience
• MBA or Master's in related field preferred
• 3-5 Years Customer Service related role (required)
• 3-5 Years Experience with Self-Serve Modality design, implementation, and management (required)
• Experience in Veterinary Services related role (preferred)

Technical Skill Requirements

• 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

Physical Position Requirements

• Position is based in Parsippany, NJ, Remote considered
• Travel requirement: less than 20%

The U.S. base salary range for this full-time position is $93,000 to $134,000. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the base pay target range for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

This position is also eligible for short-term incentive compensation.

This position is also eligible for long-term incentives.

In addition to compensation, Zoetis offers a comprehensive benefits package that supports the physical, emotional and financial wellbeing of our colleagues and their families including healthcare and insurance benefits beginning on day one, a 401K plan with a match and profit-sharing contribution from Zoetis, and 4 weeks of vacation.

Visit zoetisbenefits.com to learn more.

Full timeRegularColleague

Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.

Notice: Zoetis Recruiters will contact candidates via email from an address ending in @zoetis.com and may also initially connect with candidates through LinkedIn, including LinkedIn InMail. Zoetis does not use Gmail, Outlook, Yahoo, or other web-based/generic email domains to communicate about job opportunities, interviews, or offers of employment. If you receive a recruitment-related email message claiming to be from Zoetis that does not come from @zoetis.com, please treat it as suspicious. For your security, do not reply, click links, open attachments, share personal or financial information, or send money in response to unexpected or questionable recruitment communications.

Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Zoetis Colleague Services at to request an accommodation. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact. Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at www.Zoetis.com/careers site, or (2) via email to/from addresses using only the Zoetis domain of @zoetis.com. In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.