Manager, Digital Customer Experience

Position Summary:

Zoetis is one of the largest manufacturers of Animal Health products and providers across the full continuum of care.  The Zoetis Tech and Digital (ZTD) organization is reshaping to provide premier services and solutions to a fast paced, growing business. Growth is both organic and through a steady stream of acquisitions.  
    
Manager, Digital Customer Experience will be responsible for delivery and will lead the DevOps team consisting of internal as well as external resources. This position will work closely with other Zoetis Tech & Digital functions including the SAP ERP Application Delivery and Operations, 3rd party Providers, IT Compliance, Infrastructure, and Project Management Office to help plan, define, execute, and operationalize new and enhanced system capabilities.

Responsibilities:

•    Understand Zoetis digital strategy, Digital Customer Experience goals, operational process improvements, and technology needs.
•    Work with ZTD peers and business counterparts for driving and managing Digital Customer Experience technical strategy and implementation for Zoetis.
•    Provide information to IT and Business leadership regarding best practices, industry trends and business opportunities, as well as feedback on the overall performance of processes and tools.
•    Key contributor for high level planning of project life cycles and activities.
•    Collaborate with team to review and analyze project and enhancement requests to determine complexity, potential impacts of the changes, and provide resource/cost estimates.
•    Understand key business controls and impacts of changes caused by functionality, technology changes and changing business needs.
•    Ensure adherence to global development governance model. 
•    Ensure adherence for continuous monitoring and improvement of system performance.
•    Enhance and maintain organizational quality indicators and ensure best practices are not violated.
•    Train and transfer knowledge to other team members, users and stakeholders as required.
•    Engage with the compliance, security, business and ZTD teams on any audit requirements.
•    Supervise direct reports.
•    Responsible for orientation, on-going training, and development by providing career coaching and counseling to ensure team members are prepared for advanced opportunities.
•    Assist direct reports in creating specific objectives and development plans ensuring the ability to measure success and development in a timely manner.
•    Provide performance feedback and written reviews on a periodic basis.
 
Qualifications:

Education:
    Bachelor's degree in computer science, information systems, or any other technology-related field.

Experience:
    8+ years of experience in delivering complex web projects preferably based on Digital Customer Experience platforms like Salesforce Marketing Cloud (Marketing), Salsify (PXM), Crownpeak (CMS).
    Experience managing and delivering key components of large Digital Customer Experience projects or similar projects.
    Good understanding of Digital Customer Experience related technologies.
    Working knowledge of the tracking and reporting processes required to keep business and project teams up to date.
    Demonstrated ability to work independently across organizational regional and global boundaries, ability to multitask and manage multiple projects in a cross-divisional and cross-functional environment.
    Adept at understanding customer challenges, navigating from problem to resolution and communicating process and resolution effectively both verbally and in writing.
    Demonstrated ability to lead teams and interact comfortably with all levels of management and staff.
    Managing internal colleagues, service providers and vendors for development and integration related activities on delivery as well as operational needs.
    Knowledge of Agile methodology and experience working in a fast-paced Scrum environment. 

Skills:
    Excellent written, oral and presentation skills, Fluency in English (written and spoken) is a must.
    Customer focus.
    Strategic thinking and analytical skills.
    Timely decision making and problem-solving skills.
    Experience working with a range of stakeholders on business, marketing, and editorial teams.
    Experience with work management tools like Jira, ServiceNow is a plus 
    Proficient in Microsoft Office (Outlook, Excel, Word, PowerPoint, Project Plan).

Full time

Regular

Colleague

Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.