Digital Service Product Manager

🔥 12 hours ago

🏖️ New Jersey – Remote

🏖️ New Jersey – Remote

💵 $93k - $134k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

✅ Product Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Zoetis

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1952

🏥 Healthcare

🍽️ Food & Beverage

🏭 Manufacturing

Healthcare • Food & Beverage • Manufacturing

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

• Establish a vision for digital service and strategies to achieve that vision • Design, establish, and manage best-in-class digital customer and agent experience strategies for the US • Use customer and agent feedback systems to uncover actionable insights • Coordinate digital service improvement tactics with senior leadership across all US Customer Care teams • Provide strategic advice on digital customer interactions, including development, execution, and monitoring of SLAs and KPIs • Develop and implement a digital customer experience strategy and governance framework across all touchpoints • Optimize Service Cloud (CRM), Zoetisus.com, and other digital resources and channels • Propose new programs or modifications based on market research and emerging best practices • Drive self-serve utilization to decrease operational costs • Recommend strategy changes, enhancements, new solutions, or retirement of existing solutions • Work with cross-divisional stakeholders to incorporate feedback and support organizational objectives • Maintain communication with key stakeholders for strategy adoption and implementation • Lead change management initiatives to improve internal business processes • Develop customer-centric initiatives with all US Customer Care groups • Ensure digitalization strategies and programs improve customer experience, CES, and NPS • Establish and oversee collection, analysis, interpretation, and reporting of digital customer interaction data • Use digital interaction data to align experience strategy with objectives such as increased revenue and direct product sales

🎯 Requirements

• Bachelor’s degree in business or data science required, or relevant job experience • 3-5 years in a customer service related role required • 3-5 years of experience with self-serve modality design, implementation, and management required • MBA or Master’s in a related field preferred • Experience in a veterinary services related role preferred • 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 • Position is based in Parsippany, NJ; remote considered • Travel requirement: less than 20% • Must possess or obtain authorization to work in the US for Zoetis

🏖️ Benefits

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