US CRM Operations Owner

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

Benefits offered by this job

Healthcare benefits

401K with company match

Profit sharing

4 weeks of vacation

Job summary

Zoetis is seeking a US CRM Operational Owner to support Sales and Service product owners, ensuring a reliable, scalable CRM aligned with US Operations goals. You will drive technical oversight, collaborate with delivery teams, and ensure data integrity and security across integrations with Sales Cloud and other tools.

The role requires partnering with multiple US Commercial teams and providing guidance during UAT and technical grooming, with a base US salary range of $82,000–$118,000 and

Qualifications

• Bachelor's degree or higher in a related field.
• Minimum 2 years' experience supporting CRM systems (Sales Cloud/Service Cloud preferred).
• Experience gathering requirements, developing user stories and testing.
• Excellent communication to translate technical concepts for non-technical stakeholders.

Responsibilities

• Provide project oversight and ensure technical requirements are communicated to the delivery team.
• Troubleshoot CRM issues and guide fixes to minimize user disruption.
• Participate in sprint planning and manage BAU requests routing and response times.
• Oversee integrations between CRM and other systems (CRM content tools, ERP, analytics).
• Monitor system performance and drive continuous optimization of security and reliability.

Skills

Salesforce Sales Cloud

Sales Cloud/Service Cloud knowledge

Cross-functional collaboration

Project management

Education

Bachelor's Degree in CS/IT/Business

Tools

Salesforce Sales Cloud

Salesforce Service Cloud

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 include:

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.

Excellent communication skills with the ability to effectively communicate technical concepts to non-technical stakeholders.

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.

About Zoetis

At Zoetis, our purpose is to nurture the world and humankind by advancing care for animals. As a Fortune 500 company and the world leader in animal health, we discover, develop, manufacture and commercialize vaccines, medicines, diagnostics and other technologies for companion animals and livestock. We know our people drive our success. Our award-winning culture, built around our Core Beliefs, focuses on our colleagues' careers, connection and support. We offer competitive healthcare and retirement savings benefits, along with an array of benefits, policies and programs to support employee well-being in every sense, from health and financial wellness to family and lifestyle resources.