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(Archived) Head of Digital Product Support

Last Updated: 9/10/21

Job Description

*Open to candidates who are remote*

Locations: Parsippany, NJ, Kalamazoo, MI, Malvern, PA

Position Summary:

The Head of Digital Product Support will lead and grow a team of Digital Product Support Engineers responsible for Level 3 and Level 4 support of on-market, in-development, and future customer-facing web and mobile applications. The Digital Products team is part of a fast-growing Digital Data & Analytics (DDA) team within the Zoetis Tech & Digital (ZTD) organization.

Responsibilities of Head of Digital Product Support:

  • Collaborate with Digital Product team leads to align on product-specific requirements and allocate support resources as needed
  • Collaborate with Customer Service and Customer Support leads across Zoetis to set best-practice escalation standards and optimize the customer experience
  • Create and implement operational and communication plans for incidence response teams across digital products and services
  • Collaborate with business Product Manager, Digital Product leads and ZTD QA teams to determine appropriate levels of automated/manual testing and review before each product release
  • Recruit, hire, develop, and retain a team of product support engineers

Responsibilities of Digital Product Support Team:

  • Provide direct customer support for escalated issues
  • Work with customers, Digital Product engineers, and third-party solutions to troubleshoot escalated issues and provide short-term workarounds as needed
  • Provide customer impact recommendations to product managers and product owner
  • Create automated testing processes in partnership with Digital Product engineering team
  • Create custom scripts and report exports as needed for specific customer concerns
  • Manage multiple ticketing systems for active issues as well as backlog enhancements

Education and Education

  • Bachelor’s degree in computer science, engineering, or related field; Master’s degree preferred
  • 10+ years in software design, architecture, development, QA, or support of digital products and services
  • 5+ years of experience in managing technical teams

Knowledge, Skills, Abilities

  • Strong leadership skills
  • Strong written and verbal communications in English, ability to communicate well with technical, business, and support teams in multiple locations
  • Proficiency and experience with systems integrations, database design, SQL, and/or programming
  • Experience with deploying and managing cloud hosting platforms, such as AWS, Azure, or GCP
  • Understanding of various software development lifecycles and agile development methodologies/frameworks, including Scrum and Kanban
  • Understanding of the role of digital tools and services in animal health or human health industries

Travel Requirements: 0-10% travel

Full time

Regular

Colleague

Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Zoetis Colleague Services at [Register to View] to request an accommodation. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact. Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at www.Zoetis.com/careers site, or (2) via email to/from addresses using only the Zoetis domain of [Register to View] In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.

Company Details

Parsippany, New Jersey, United States
Zoetis discovers, develops, manufactures and commercializes medicines, vaccines and diagnostic products, which are complemented by biodevices, genetic tests and precision livestock farming. Zoetis serves veterinarians, livestock producers and people who raise and care for farm and companion animals in more than 100 countries.