Digital Service Product Manager

Location: Parsippany, NJ (remote work considered)

About the role

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 customers at the center of everything we do.

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 Promoter 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.

Requirements

• 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 of experience with self-serve modality design, implementation, and management (required).
• Experience in a veterinary services-related role (preferred).

Skills

• 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.

Schedule

• Position is based in Parsippany, NJ; remote work considered.
• Travel requirement: less than 20%.

Pay

The U.S. base salary range for this full-time position is $93,000 to $134,000. The range reflects the base pay target for new hire salaries. 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 and long-term incentive compensation.

Benefits

• Comprehensive healthcare and insurance benefits beginning on day one.
• 401K plan with a match and profit-sharing contribution from Zoetis.
• 4 weeks of vacation.
• Supports physical, emotional, and financial well-being through various benefits, policies, and programs.

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. Our award-winning culture focuses on our colleagues' careers, connection, and support.