Digital Service Product Manager

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

📋 Description

• Create a comprehensive vision for digital services and develop strategies to realize that vision.

• Design, implement, and oversee top-tier digital customer and agent experience strategies for the United States.

• Leverage feedback systems from customers and agents to identify actionable insights.

• Collaborate with senior leadership across all US Customer Care teams to coordinate digital service enhancement initiatives.

• Offer strategic guidance on digital customer interactions, including the creation, execution, and monitoring of SLAs and KPIs.

• Formulate and execute a digital customer experience strategy and governance framework across all interaction points.

• Enhance Service Cloud (CRM), Zoetisus.com, and other digital resources and channels.

• Suggest new programs or alterations based on market research and the latest best practices.

• Promote self-service usage to reduce operational expenses.

• Advise on strategy modifications, enhancements, new solutions, or the discontinuation of existing solutions.

• Collaborate with cross-divisional stakeholders to integrate feedback and support organizational goals.

• Maintain communication with key stakeholders to ensure strategy adoption and implementation.

• Lead change management initiatives aimed at improving internal business processes.

• Develop customer-focused initiatives 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.

• Utilize digital interaction data to align experience strategy with objectives such as increased revenue and direct product sales.

⛳️ Requirements

• A Bachelor’s degree in business or data science is required, or relevant work experience.

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

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

• An MBA or a Master’s degree in a related field is preferred.

• Experience in a veterinary services role is preferred.

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

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

• Demonstrated capabilities in change management.

• Ability to conceptualize complex issues, processes, or procedures and achieve standardized, best practice solutions.

• This position is based in Parsippany, NJ; remote work will be considered.

• Travel requirement: 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 day one.

• 401K plan with a match and profit-sharing contribution from Zoetis.

• Four weeks of vacation.