US CRM Operations Owner

Zoetis, Inc; Parsippany-Troy Hills (NJ); On-site; USD 82,000 - 118,000; Full time

Benefits offered by this job

Healthcare benefits

401K with match

Profit-sharing

Vacation 4 weeks

Job summary

Zoetis, Inc. in Parsippany, NJ is seeking a US CRM Operational Owner to ensure the Salesforce CRM is reliable, scalable, and aligned with the US Operations organization.

You will provide technical oversight, translate business requirements into technical solutions, manage integrations with Sales Cloud and other systems, and collaborate with delivery teams and stakeholders to drive performance and data integrity.

Qualifications

• Bachelor's degree in a related field.
• Minimum 2 years' experience supporting CRM systems (Sales Cloud preferred).
• Experience gathering requirements, creating user stories and testing.
• Strong communication to convey technical concepts to non-technical stakeholders.
• Experience collaborating with cross-functional teams and delivering technical projects.
• Project Management certifications (PMP or PMI-ACP) preferred.

Responsibilities

• Project Oversight: communicate technical requirements to the delivery team and address challenges during development.
• Technical Support and Troubleshooting: resolve issues and guide fixes with minimal user disruption.
• Participate in grooming, refinement calls, sprint planning, and route BAU requests appropriately.
• Integration Management: oversee Sales Cloud integrations with CMS, analytical tools, ERP, marketing automation, and Alteryx.
• System Optimization: monitor performance, scalability, and reliability; align with industry standards.
• UAT Technical Support: provide support during UAT and ensure proper system setup.

Skills

CRM systems knowledge

Project management

Cross-functional collaboration

Requirements gathering

Education

Bachelor's degree in Computer Science / IT / Business Administration

Tools

Sales Cloud

Alteryx

Job description

The US CRM Operational Owner is responsible for supporting the Sales and Service Product Owners, ensuring the CRM system is reliable, scalable, and meets the technical needs of the US Operations organization. This role collaborates closely with the delivery teams, business analysts to translate business requirements into technical solutions, manage system integrations, and ensure data integrity. While not directly responsible for delivery, this position provides technical oversight, establishes best practices, and ensures continuous improvement of the system's performance and security. The role is crucial for maintaining a robust and efficient CRM system that supports the US Ops organization's strategic goals and enhances user experience.

Responsibilities

• Project Oversight: ensure that technical requirements and constraints are communicated effectively to the delivery team; collaborate with delivery team to address any technical challenges that arise during the development process (e.g., daily stand‑ups with US development team).
• Technical Support and Troubleshooting: collaborate with delivery teams to address technical issues and ensure minimal disruption to users of CRM tools; provide guidance on resolving system bugs and implementing necessary fixes.
• Work closely with Delivery team to participate in Tech Grooming/Refinement Calls, Sprint Planning, Ensure Business as Usual requests are properly routed and responded with reasonable window.
• Integration Management: provide oversight for integrations between Sales Cloud, and other systems (e.g., content management, analytical tools, ERP, marketing automation tools, Alteryx); ensure that solutions are designed for seamless data flow and process integration - including managing Contact Data Steward contracted resources.
• System Optimization: continuously monitor and recommend optimizations for system performance, scalability, and reliability; ensure the system is aligned with industry standards and technological advancements.
• UAT Technical Support: Provide technical support during UAT, ensure proper system setup, and resolve technical issues.

Documentation and Training

• Ensure comprehensive technical documentation for the CRM system is created and maintained by the delivery teams; provide guidance and support for training users and technical teams on system functionalities and best practices.

The US CRM Operational Owner will partner closely with the CRM Business Owner and interact with stakeholders across several teams including all US Commercial Teams (Petcare, Diagnostics and Livestock), ZTD (Delivery & Operations Teams) and others, as needed

Education and Experience

• Bachelor's Degree (or higher) in Computer Science, Information Technology, Business Administration, or a related field
• Minimum 2 years' experience in supporting CRM systems, preferably Salesforce Sales Cloud and or Service Cloud
• Experience gathering requirements, developing user stories & Testing
• Excellent communication skills with the ability to effectively communicate technical concepts to non-technical stakeholders.
• Experience collaborating with cross-functional teams, including business stakeholders, developers, and IT support staff.
• Strong project management skills with experience in leading technical projects from start to completion.
• Project Management Certifications such as Project Management Professional (PMP) or Agile Certified Practitioner (PMI-ACP) preferred.

The U.S. base salary range for this full-time position is $82,000 to $118,000. 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.

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

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 [e-mail] 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.