Digital Service Product Manager

This is a fully remote position, open to applicants in New Jersey.

📋 Description

• Create and execute a digital customer experience strategy along with a governance framework across all interaction points.

• Enhance Service Cloud (CRM), Zoetisus.com, and various digital platforms and channels.

• Suggest new initiatives or modifications based on market analysis and emerging best practices.

• Promote self-service usage to lower operational costs.

• Advise on strategic adjustments, improvements, new solutions, or the discontinuation of existing offerings.

• Work collaboratively with stakeholders from different organizational divisions and integrate their feedback.

• Maintain ongoing communication with key stakeholders to facilitate the adoption and implementation of strategies.

• Lead initiatives for change management to enhance internal business procedures.

• Develop customer-focused initiatives in collaboration with all US Customer Care teams.

• Ensure that digitalization strategies and programs enhance customer experience, CES, and NPS.

• Establish and manage the collection, analysis, interpretation, and reporting of digital customer interaction data.

• Leverage digital interaction data to align the experience strategy with organizational goals, including increased revenue and direct product sales.

⛳️ Requirements

• Bachelor's degree in business or data science is mandatory, or equivalent job experience.

• An MBA or Master's in a related discipline is preferred.

• A minimum of 3-5 years in a customer service role is required.

• 3-5 years of experience in the design, implementation, and management of self-service modalities is essential.

• Experience in a veterinary services role is preferred.

• Familiarity with process improvement methodologies such as Lean/Six Sigma.

• Demonstrated change management skills.

• Strong interpersonal, organizational, and creative problem-solving abilities.

• Capability to conceptualize intricate issues, processes, or procedures and develop standardized, best practice solutions.

• Travel requirement is less than 20%.

• Must have or be able to obtain authorization to work in the US for Zoetis.

🏝️ Benefits

• Short-term incentive compensation.

• Long-term incentives.

• Healthcare and insurance benefits starting on the first day of employment.

• 401K plan with matching contributions and profit-sharing from Zoetis.

• 4 weeks of vacation.

• Reasonable accommodations available for individuals with disabilities.