Head of Customer Operations

4 weeks ago

Great Malvern, Worcestershire, United Kingdom Zoetis Full time
Job Title: Head of Customer Operations

Zoetis is seeking a highly skilled and experienced Head of Customer Operations to join our team. As a key member of our commercial operations team, you will be responsible for leading the operationalization and execution of customer-facing initiatives across species units (Petcare, Livestock and DX).

Key Responsibilities:
  • Directs the 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 the 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 by 1) maintaining open communications regarding any requests that fall outside previously established policies before implementation and 2) enforcement of all established policies.
  • 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.
  • 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.
Location:

Parsippany, NJ or Malvern, PA

Travel:

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