(Archived) Director/Head of Global Commercial Operations – Tech & Digital

*Open to remote candidates in U.S. in Eastern Time Zone*

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 new position is a key member of the ZTD Operations & Support Leadership Team and reports directly to the Sr. Director, Tech & Digital Operations & Support. In this capacity, the position is responsible for the Team Leadership of the ZTD Global Commercial Operations team, covering the entire Zoetis Value Chain of direct and indirect customer excellence as well as the entire Zoetis Value Chain of global sales force excellence. This role is a critical value driver in customer and sales force engagement as Zoetis progressively transforms its customer and sales force excellence strategies from a distributor-based, indirect customer service model to a direct-to-consumer service model in many global markets. The role will focus on capability adoption, optimization, and business performance acceleration to enable, optimize, and accelerate business and customer success. Additionally, this position will serve as the ZTD Subject Matter Expert and Advisor for customer excellence and/or sales force excellence (in a dual-role capacity), including call center operational excellence as pivotal to the Zoetis global customer engagement model.

The position participates in strategic direction setting, and drives operational excellence, for industry-leading, best-in-class, integrated ZTD and Business performance at scale. This position drives thought leadership, strategic decision making and on-going partnering with key business operations roles across the assigned Zoetis Value Chain accountabilities to establish, secure and advance business and customer success in their respective operations. The position will drive the evolution and expansion of the emerging ZTD Global Commercial Operations team through continuous improvements operationally and organizationally, and talent development.

This position operates within an enterprise-level, global Zoetis Model with dedicated ZTD Delivery Teams which continually drive new, innovative, and disruptive capabilities into business operations, enabled by resilient ZTD Services. These ZTD Services align with Zoetis’ Global ZTD Sourcing Strategy and are delivered through strategic AMS partnerships leveraging best-in-class global operations capabilities.

Responsibilities:

As Leader of the ZTD Global Commercial Operations Team, this position will be focused on:

• Leading a ZTD Team of solution experts across the Business Value Chain for in-service solutions:
  • Direct and indirect customer excellence – from acquisition, engagement, retention, to contract management, online ordering, and in-field diagnostic device servicing as well as customer-facing product life cycle management.
  • Global sales force excellence, i.e., US and international sales force operations and effectiveness, sales performance management with territory alignment, quota management and financial controls as well as executive reporting
  • Set, sustain, and advance high-performance operating standards for Zoetis’ global contact centers that achieve best-in-class customer satisfaction scores
• Owning strategic direction setting and operational excellence for industry-leading, best-in-class business performance at scale, beyond initial service introduction and adoption
• Innovating Global Commercial Operations Solutions, redefining ZTD success beyond service introduction and adoption towards at-scale operations (Volume, Velocity, “Right First Time”)
• Advancing maturity models, leading business engagement and alignment with new standards, processes, and methodologies for at-scale business operational performance
• Advancing the ZTD Operations & Support Operating Model through continuous improvements

As Commercial Solutions Subject Matter Expert, this position will additionally be focused on:

• Being accountable for “Zoetis Global Model” oversight of strategic solutions in partnership with Delivery Teams (e.g., ERP; CRM; eCommerce, Global Contact Centers), directing strategic Managed Service (AMS) Partners
• Driving Solution Debt Reduction and Continuous Improvement, partnering with Solution Adoption Lead, Delivery Teams (e.g., ERP; CRM; eCommerce, Global Contact Centers), directing strategic Managed Service (AMS) Partners
• Engaging business stakeholders to define, measure performance targets for at-scale business operations and customer success and improving solution operations
• Facilitating business feedback for improving performance health of in-service solutions, developing risk mitigation plans where performance trends may deteriorate
• Acting as final authority for production release of problem resolutions and enhancements

Education and Experience:

• Bachelor's degree required, with advanced degree (e.g., Master's) preferred but not required
• Minimum of 12 – 15+ years of experiences and following expertise:
  • Domain Expertise in global commercial operations, with focus on customer excellence, sales force excellence, and/or customer engagement via global contact center/customer call centers
    • Sales Order Management; Promotions, Rebates, Chargeback; Service Management; Leasing; Billing; Credit
    • eCommerce; Direct, Indirect and Hybrid Customer Service models
    • Contract Management, Pricing and Quotations
    • Service Management, Product Life Cycle Management, Servicing, Returns Management, Refurbishment
    • Sales Performance Management, Territory Alignment, Quota Management and Financial Controls, executive Reporting
    • Contact Center Management and Operations, Customer Engagement excellence models, break-through performance across industry-leading benchmarks
  • Subject matter expertise and implementation experiences in one or more of the following enterprise class platforms and their integration with other best-in-class edge systems:
    • Salesforce.com
    • SAP Hybris, SAP Callidus Cloud
    • Cloud Contact Center Software (Five9)
  • Business Understanding in Supply Continuity, Financial Performance
    • Global Manufacturing (Make-to-Stock, Make-to-Order, Engineer-to-Order)
    • Global Supply Chain Planning; Distribution & Logistics; Intercompany Operations
    • Demand & Supply Planning; Distribution & Logistics
    • Intercompany and Commercial Sales and Finance; Corporate Finance; 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

Knowledge, Skills, Abilities:

• Delivering, supporting, and enhancing enterprise-wide business solutions
• Leading operational and organizational change
• Consulting, coordinating, and aligning effectively with business stakeholders
• Abilities 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, can-do attitude

Travel Requirements: Occasional domestic & international travel (<25%)