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 and insurance

401K with match

4 weeks vacation

Short-term incentive

Job summary

Zoetis Inc. seeks a US CRM Operational Owner to support Sales and Service product owners, ensuring CRM reliability, scalability, and security.

You will translate business needs into technical solutions, oversee integrations with Sales Cloud and other systems, and guide data integrity and performance improvements. You will work with delivery teams and BAs to optimize CRM tools, provide UAT support, and contribute to best practices.

Qualifications

• Minimum 2 years' experience supporting CRM systems, preferably Salesforce Sales Cloud and/or Service Cloud.
• Excellent communication skills with the ability to convey technical concepts to non-technical stakeholders.
• Experience collaborating with cross-functional teams, including business stakeholders, developers, and IT support staff.

Responsibilities

• Project Oversight: ensure technical requirements and constraints are communicated to the delivery team; collaborate with delivery team on challenges during development.
• Technical Support and Troubleshooting: address issues and ensure minimal disruption to CRM users; guide bug fixes and fixes.
• Participate in Tech Grooming/Refinement Calls, Sprint Planning, and BAU request routing and response.
• Integration Management: oversee integrations between Sales Cloud and other systems; manage Contact Data Steward resources.
• System Optimization: monitor and optimize performance, scalability, and reliability; align with industry standards.
• UAT Technical Support: provide support during UAT and resolve issues.
• Documentation and Training: ensure technical docs are created and training is provided.

Skills

CRM systems experience

Communication skills

Cross-functional collaboration

Project management

PM certifications preferred

Education

Bachelor's degree or higher

Tools

Sales Cloud / 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

• 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.

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.

Benefits

• Healthcare and insurance benefits beginning on day one.
• 401K plan with a match and profit‑sharing contribution from Zoetis.
• 4 weeks of vacation.
• Short‑term incentive compensation.

Visit zoetisbenefits.com to learn more.

Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

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.

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 non‑immigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact.

At Zoetis, our purpose is to nurture our 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.