Digital Service Product Manager

Location: Parsippany Preferred

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 our customers at the center of everything we do.

The Digital Service Experience Lead will be responsible for establishing a vision for digital service and strategies to achieve that vision. They will utilize customer and agent feedback systems to uncover actionable insights and coordinate digital service improvement tactics with senior leadership across all US Customer Care teams. They will be responsible for strategic advice in the management of digital customer interactions, including development, execution, and monitoring of SLA's and KPI's as process improvement indicators.

Position 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 Promotor Score).

Implement Customer Satisfaction Metrics

Establish and oversee the collection, analysis, interpretation, and reporting of digital customer interaction data, to deliver meaningful insights (p

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. We know our people drive our success. Our award-winning culture, built around our Core Beliefs, focuses on our colleagues' careers, connection and support. We offer competitive healthcare and retirement savings benefits, along with an array of benefits, policies and programs to support employee well-being in every sense, from health and financial wellness to family and lifestyle resources.

Notice: Zoetis Recruiters will contact candidates via email from an address ending in @zoetis.com and may also initially connect with candidates through LinkedIn, including LinkedIn InMail. Zoetis does not use Gmail, Outlook, Yahoo, or other web-based/generic email domains to communicate about job opportunities, interviews, or offers of employment. If you receive a recruitment-related email message claiming to be from Zoetis that does not come from @zoetis.com, please treat it as suspicious. For your security, do not reply, click links, open attachments, share personal or financial information, or send money in response to unexpected or questionable recruitment communications.

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