(Archived) Sr. Manager, Customer Centricity, Global Lead – Tech & Digital Operations

Summary:

The Zoetis Tech & Digital (ZTD) Operations & Support group is a newly formed team within ZTD and reports to the VP, Enterprise Applications, Infrastructure & Enabling Functions, a member of the ZTD Leadership Team.

The ZTD Operations & Support organization is as a key building block for a new ZTD Operating Model covering Zoetis’ enterprise applications and systems platforms, with the goal to effectively differentiate “Run/Operate” from “Build/Deliver”. Its charter is to design, establish, operate, scale-up and advance new processes, capabilities, and competencies, and to strengthen, broaden and mature existing solutions. The group will align with other ZTD functions (e.g., Delivery – ERP, CRM, eCommerce; Infrastructure; Strategy & Architecture; Digital, Data & Analytics) to drive sustained operational business success within ZTD.

This position reports to the Director, Head of Business and Customer Success - Tech & Digital Operations. In this capacity, the position is responsible for the ZTD Customer Centricity Success Operations, reaching across the entire Zoetis Business Value Chain as it relates to superior customer experiences. This includes critical alignment with customer-centric product supply and financial performance solutions along the entire life cycle of customer success, as well as several strategic enabling technology platforms.

In partnership with US and international business stakeholders, the position provides leadership through functional, technical, data, and process expertise along the customer success value chain. It drives definition, implementation, and advancement of operational excellence for industry-leading, best-in-class business performance-at-scale with the objective to establish, secure and accelerate business and customer success. Operating within an enterprise-level global Zoetis Model, the position works closely with various ZTD Solution Delivery teams that continually drive new and innovative capabilities into business operations, which in turn are supported by Managed Services Partner teams, thus sustaining, and advancing best-in-class global operations capabilities.

Responsibilities:

• Responsible for maintaining the health of the "Zoetis Global Model" relative to the Customer Success value chain, enhanced by strategic solutions via ZTD Delivery Teams (e.g., ERP; CRM; eCommerce) and actively collaborating with AMS Partners
• Provide leadership through functional, technical, data, process expertise, and engaging with ZTD Business Partners, global end user communities and targeted leadership levels
• Drive Solution Debt Reduction and Continuous Improvement, partnering with ZTD Solution Adoption Lead, Delivery Teams (e.g., ERP; CRM; eCommerce), AMS Partners
• Participate in business stakeholder engagements to define, measure performance targets for at-scale business operations and customer success, improving operations
• Solicit business feedback in structured ways for improving performance of in-service solutions, developing risk mitigation plans where performance trends may deteriorate
• Review, recommend and sign-off on proposed changes pending final decision for production release of complex problem resolutions and integrated enhancements
• Participate in continuous improvement initiatives to advance ZTD Operations & Support
• Develop and implement viable components that contribute to operational maturity models, fostering alignment with new standards, processes, and methodologies

Education & Experience:

• Bachelor's degree required; advanced degree (e.g., Master's) preferred
• Minimum of 10 – 12+ years of experiences and following expertise:
• Domain Expertise in Customer Centricity - functional, data, technical; business processes
  • Intercompany Sales and Finance
  • Sales Orders (Inquiries, Quotations, Orders, Contracts); Promotions; Loyalty Programs, Rebates, Chargeback
  • Service Mgmt; Returns/Repairs; Leasing; Variant Configuration Management
  • Global Available-To-Promise; Backorders
  • Global Trade Services; Sanctioned Party List and Embargo Screening; Product Classification; Legal Control (Export and Import)
  • Billing/Credits; Customer Statement; Accounts Receivable; Credit Card/Cash/Bill Pay
  • e-Invoicing, eAccounting, including local, regional, global standards vs. local uniqueness
• Business Understanding in Supply Continuity
  • Global Manufacturing (Make-to-Stock, Make-to-Order, Engineer-to-Order)
  • Global Supply Chain Planning; Distribution & Logistics; Intercompany Operation
  • Network expansions, consolidations; Distribution Center / 3rd Party Logistics transitions
• Business Understanding in Financial Performance
  • Corporate Finance; Corporate Tax; Financial Planning &Analysis; Budgeting
  • Banking; Treasury; Finance; Leasing; Asset Conversion; Revenue Recognition; Collections
  • Consolidations; Balance Sheet Reconciliations; P&L Reporting; Month/Quarter/Year-End
• Hands-on experiences:
• Information Technology Operating Models:
  • Solution and Service Delivery (e.g., Design/Build/Run, Design/Build vs. Run)
  • Staffing Practices (e.g., in-house, outsourced, hybrid models)

• AMS Partner solutioning (service introduction, adoption, optimization)
• Understanding customer challenges, navigating from problem to resolution, communicating effectively both verbally and in writing
• SAP / Vistex / Hybris / CRM solutions and their integration, including localizations; Experience with SAP S/4 HANA (preferred); Technical debugging
• Understanding of Electronic Data Interchange (EDI) with external customers/systems

Knowledge, Skills, Ability Requirements:

• Experience with Solution and Service Delivery models (e.g., Design/Build/Run, Design/Build vs. Run)
• Application Managed Services (AMS) processes (service introduction, adoption, optimization)
• Navigating challenges from problem to resolution; effective spoken and written communications
• Knowledge of Agile methodology (preferred)
• Deliver, support, and enhance enterprise-wide business solutions
• Consult, coordinate, and align effectively with business stakeholders
• Able to work effectively with limited supervision making sound judgements with limited data
• Self-starter who brings out the best in others with engaging leadership style and can-do attitude

Travel Requirements: < 10%