Digital Service Product Manager
Zoetis
August 11, 2026
Remote friendly (Troy Hills, NJ)
United States
IT
Primary objective: Design, establish, and manage best-in-class digital customer and agent experience strategies for the US.
Position Responsibilities
- Optimize Digital Service Touchpoints: Develop and implement a digital customer experience strategy and governance framework across all touchpoints.
- Optimize Service Cloud (CRM), Zoetisus.com, and other digital channels to minimize friction, improve efficiency, and differentiate service.
- Propose and modify programs based on market research and emerging best practices.
- Drive self-serve utilization to decrease operational costs.
- Drive Continuous Improvement: Recommend strategy changes (enhancements, new solutions, or retiring solutions).
- Collaborate with cross-division stakeholders; seek/incorporate feedback to support organizational objectives.
- Maintain strong stakeholder communication to ensure adoption and implementation.
- Lead change management to improve internal business processes.
- Develop Customer-Centric Strategies: Work with US Customer Care groups to embed human-centered, customer-centric processes.
- Improve CES (Customer Effort Score) and NPS (Net Promoter Score).
- Implement Customer Satisfaction Metrics: Collect, analyze, interpret, and report digital customer interaction data to identify pain points/opportunities.
- Use insights to align digital strategy with organizational objectives (e.g., increased revenue/direct product sales).
Education and Experience
- Bachelor’s degree in business or data science (required) or relevant job experience.
- MBA or Master’s in related field (preferred).
- 3–5 years customer service (required).
- 3–5 years self-serve modality design/implementation/management (required).
- Veterinary services experience (preferred).
Technical Skill Requirements
- Interpersonal, organizational, creative problem-solving.
- Lean/Six Sigma or similar process improvement.
- Proven change management.
- Ability to standardize solutions from complex issues.
Location/Travel
- Based in Parsippany, NJ (remote considered); travel <20%.
Compensation/Benefits
- US base salary range: $93,000–$134,000.
- Eligible for short-term and long-term incentives.
- Comprehensive benefits: healthcare/insurance (day one), 401(k) with match and profit-sharing, 4 weeks vacation.
Position Responsibilities
- Optimize Digital Service Touchpoints: Develop and implement a digital customer experience strategy and governance framework across all touchpoints.
- Optimize Service Cloud (CRM), Zoetisus.com, and other digital channels to minimize friction, improve efficiency, and differentiate service.
- Propose and modify programs based on market research and emerging best practices.
- Drive self-serve utilization to decrease operational costs.
- Drive Continuous Improvement: Recommend strategy changes (enhancements, new solutions, or retiring solutions).
- Collaborate with cross-division stakeholders; seek/incorporate feedback to support organizational objectives.
- Maintain strong stakeholder communication to ensure adoption and implementation.
- Lead change management to improve internal business processes.
- Develop Customer-Centric Strategies: Work with US Customer Care groups to embed human-centered, customer-centric processes.
- Improve CES (Customer Effort Score) and NPS (Net Promoter Score).
- Implement Customer Satisfaction Metrics: Collect, analyze, interpret, and report digital customer interaction data to identify pain points/opportunities.
- Use insights to align digital strategy with organizational objectives (e.g., increased revenue/direct product sales).
Education and Experience
- Bachelor’s degree in business or data science (required) or relevant job experience.
- MBA or Master’s in related field (preferred).
- 3–5 years customer service (required).
- 3–5 years self-serve modality design/implementation/management (required).
- Veterinary services experience (preferred).
Technical Skill Requirements
- Interpersonal, organizational, creative problem-solving.
- Lean/Six Sigma or similar process improvement.
- Proven change management.
- Ability to standardize solutions from complex issues.
Location/Travel
- Based in Parsippany, NJ (remote considered); travel <20%.
Compensation/Benefits
- US base salary range: $93,000–$134,000.
- Eligible for short-term and long-term incentives.
- Comprehensive benefits: healthcare/insurance (day one), 401(k) with match and profit-sharing, 4 weeks vacation.