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(Archived) Global Customer Experience Sr. Project Manager

Last Updated: 10/26/21

Job Description


This position will support the end-to-end Customer Experience operations of the Global CX program. Must be able to understand the nuances of business operations and customer types/ personas across business units and international markets. Additionally help the teams program manage the key strategic initiatives across the key Executive Team pillars.

Strong Project management skills to lead projects to completion on time and within budget, and communication skills to ensure dashboard management, feedback closed loop process and survey management across business teams where there is no direct reporting authority. Requires ability to effectively communicate across levels, business units and cultures.


Manage the Global NPS execution across US + top 12 international markets representing 85% of our business.

Lead key Global CX projects, managing timelines, milestones, risks and budgets for key strategic priorities across the executive team, supporting teams and the CX group

Manage ongoing and ad-hoc surveys, feedback and insight across initiatives ensuring that the projects meet expected outcomes and stated business and technical objectives

Manage projects end-to-end from concept to delivery to achieve agreed upon results. Gain stakeholder buy-in, approval and commitment throughout the project life cycle. Effectively utilize tools to communicate project status, critical path items, gaps, and key milestones. Implement sustainment strategies in partnership with process owners and stakeholders

Partner with all business areas, including all Business Units, Customer Care, Global Manufacturing Services, Logistics, Information Technology, Procurement, etc. to assist in driving improvements. Link ideas and people who may not otherwise interact.


8+ years industry experience

Master’s degree from an accredited college/university

Fluency in English required, other languages a plus

Project Management Professional Certification. Handle multiple projects while meeting aggressive timelines

Proven track record of successful project execution of innovative solutions that have had direct impact on the bottom line.

Set aggressive but realistic plans and expectations, manage and resolve challenges and deliver consistently against planned dates, budgets, and business results.

Demonstrated experience supporting cross functional project teams in a matrix environment to achieve program goals. Demonstrates an ability to work across various cultures and geographies.

Highly analytical and creative problem solver with ability to execute ideas and stay focused on the end goal

Flexible and adaptive, ability to be highly effective in different kinds of projects

Proven history of being resourceful, self-motivating, ability to operate with limited direction and prioritize based on business value.

Self-starter with attention to detail

Strong organizational skills and ability to manage time effectively

Change management and process improvement experience

Strong oral and written communication skills


  • Project Management certification
  • Qualtrics and TextIQ
  • Analytical skills
  • Project management tools
  • MS Office

* Travel requirement: approx. 5%

Full time



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 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.