Head of Customer Operations

10 hours ago

Great Malvern, Worcestershire, United Kingdom Zoetis Full time
Job Summary

Zoetis is seeking a highly skilled and experienced professional to lead our Customer Operations team. As the Head of Customer Operations, you will be responsible for operationalizing and leading U.S. Commercial support for rebate, pricing, and indirect sales administrative activities across species units.

Key Responsibilities
  • Directs execution of incentive program administration activities, implements procedures to monitor/enforce exception parameters, and promotes financial integrity in the processing of all incentive payments annually.
  • Provides thought leadership on creative solutions to support and operationalize complex incentive programs across species units.
  • Manages operations to meet contractual compliance and quality standards, utilizing customer feedback and analytics to drive improvements to service and processes.
  • Facilitates creation and delivery of customer-facing communications and customer inquiries on incentive achievement through payment.
  • Reviews the customer journey, determines how it is best supported, and develops strategies to increase the quality of support.
  • Leverages data and technology to improve self-service and automation within operations to enhance customer experience, improve efficiencies, and minimize repetitive processes.
  • Oversees Zoetis AHI EDI Project representation and the procurement of indirect sales from channel partners.
  • Provides leadership oversight and enforcement of standard operating procedures, SOX requirements, and document retention in alignment with corporate compliance guidelines.
  • Collaborates with key stakeholders across function to ensure contractual and pricing arrangements are operationalized, conform with corporate internal/external guidelines, and aligned with GTN initiatives.
  • Oversees the annual price list change process for the U.S. market in coordination with BU leads and Therapeutic Area teams/marketing; enforces deadlines and coordinates timely notification to our distributor partners.
  • Partners closely with NRM and Finance to monitor incentives for fair and equitable pricing and promotions for all customers before entry into the Pricing systems.
  • Serves as business owner for Customer Operations suite of applications, ensuring compatibility, continuity, and system integrity.
  • Collaborates with ZDT to resolve critical production issues, deploy solutions, and coordinate system enhancements.
Requirements
  • BS/BA required in finance, business, or related fields; advanced degree preferred.
  • 10+ years relevant industry experience in commercial operations and revenue management.
  • Strong record of leadership and professional accomplishment.
  • Self-starter who thrives in a fast-paced, dynamic environment with a high volume of competing priorities.
  • Ability to exercise good judgment and make thoughtful, fair decisions based on relevant information.
  • Strong customer focus – you insist on thinking through the entire customer experience and optimizing all aspects of it.
  • Ability to interact with/influence peers and all levels of leadership with confidence and conviction.
  • Strong oral, written, and interpersonal communications skills; superior analytical and negotiation/persuasion skills.
Technical Skills Requirements
  • Demonstrated technical acumen, including large-scale ERP and business application management.
  • Familiarity with SAP and Vistex preferred.
  • Experience with advanced analytics tools (Power BI, Tableau, SQL) a plus.
Physical Position Requirements
  • Position is based in Parsippany, NJ or Malvern, PA.
  • Travel requirement:

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