Elevated Support Manager, International

🔥 1 hour ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

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Zoetis

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1952

🧬 Biotechnology

💊 Pharmaceuticals

🔬 Science

Biotechnology • Pharmaceuticals • Science

Zoetis is the world's leading animal health company, committed to nurturing the world and humankind by advancing care for animals. With over 70 years of innovation, Zoetis develops a broad portfolio and pipeline of medicines, vaccines, diagnostics, and technologies that span a continuum of care to predict, prevent, detect, and treat animal illnesses. Operating in more than 100 countries, the company supports livestock farmers, veterinarians, and pet owners around the globe. Zoetis is driven by science and their shared passion for the human-animal bond, aiming to create a more sustainable and healthier world for all.

📋 Description

• The DX Elevated Support Manager leads and develops the Elevated Diagnostics Support Specialists for the global DX team, ensuring first-class support to internal and external diagnostics stakeholders across multiple regions and time zones. • In a player-coach capacity, the manager actively supports case resolution by partnering with specialists on high-impact and complex escalations—triaging, driving investigation plans, and ensuring timely, high-quality customer outcomes—while simultaneously coaching to strengthen technical depth and decision-making. • Collaborates closely with Diagnostics Product Support Managers, training teams, and tech support supervisors to ensure technical and process messaging is clearly understood and applied at the market level. • Lead a regional DX Elevated Support Specialists team, ensuring timely resolution, strong stakeholder communication, and measurable customer experience improvements. • Establish and evolve reactive and proactive support structures—driving operational excellence, clear escalation pathways, and repeatable resolution practices while serving as a player-coach.

🎯 Requirements

• Bachelor’s degree in Business, Engineering, Operations, Supply Chain • 8+ years of leadership experience in global customer support, repair operations, service delivery, or product/service management environments. • Proven experience leading large-scale global operational organizations and cross-functional teams. • Strong background in technical support, repair operations, product quality, customer escalation management, and digital transformation. • Experience implementing AI, automation, analytics, or digital service transformation initiatives. • Strong analytical, operational, strategic problem-solving, and data interpretation capabilities. • Executive communication, stakeholder management, and leadership skills. • Experience operating within multinational and matrixed organizations.

🏖️ Benefits

• Comprehensive Benefits – Enjoy life assurance, group income protection, and a robust pension plan with a generous company contribution. • Health & Wellness – Benefit from private medical insurance, health assessments, dental insurance, and discounted gym memberships. • Financial Security – Access mortgage advice, will writing services, and a share ownership plan with matching contributions. • Work-Life Balance – Take advantage of paid annual leave to rest and recharge. • Professional Growth – Enjoy industry-competitive salaries, merit-based salary progression, and a global performance bonus. • Employee Support – Our Employee Assistance Programme offers counselling, welfare advice, and a 24-hour confidential helpline.