Head of U.S. Customer Operations

2 weeks ago

Malvern, United States Zoetis Full time

States considered: PA, NJ

ROLE DESCRIPTION

The Head of Customer Operations will operationalize and lead U. S. Commercial support for rebate, pricing, and indirect sales administrative activities across species units (Petcare, Livestock and DX). The role will involve frequent interaction and partnership with key stakeholders across function including therapeutic area commercialization teams, corporate, specialty and distribution, independent pet care, BU leads, marketing, sales, legal finance, NRM and ZTD organizations. The ideal candidate is a leader in operations management with strong business acumen and demonstrated experience delivering customer service excellence. They will lead and mentor an operations team to support program offers ensuring financial integrity.

The successful candidate must be self-motivated, detail-oriented with strong independent problem-solving skills, able to lead operations, coordinate technical solutions and be comfortable in an environment of changing priorities. The position requires a candidate who is comfortable translating business incentive offers into solutions that can be fully executed and operationalized.

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.
  • Be a recognized expert and provide thought leadership on creative solutions to support and operationalize complex incentive programs across species units.
  • Manages operations to meet contractual compliance and quality standards. Utilizes customer feedback along with analytics to drive improvements to service and processes.
  • Facilitates creation and delivery of customer facing communications as well as 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.

LEADING PEOPLE

  • Assesses and coaches individual and team performance to exceed operational goals.
  • Actively coaches direct reports to optimize their performance and develop their capabilities for advancement and future opportunities.
  • Fosters a positive, supportive team environment where feedback is open, ongoing, and consistent.
  • Sets the overall direction, priorities, and development of the team.

QUALIFICATIONS:

  • 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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