Manager, Data & Customer Experience
Zoetis

Job Info

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The Manager, Data & Customer Experience is responsible for data integrity within the U.S. Customer Operations team and delivering an exceptional experience to our customers. Responsibilities will include:

• Partner with Customer Excellence team to bring awareness to key customer touchpoints, facilitating improvements to our processes and customer facing materials.

• Manage 3rd party statement delivery across team and troubleshoot/resolve issues to minimize mailing delays.
  
• Oversee rebate statement postings on Bill Pay & designated customer portals. Respond to and resolve all related customer inquiries including access issues.

• Assist Director with transition from excel based rebate tracking to Tableau dashboards. Continually validate accuracy and integrity of data prior to customer release.
  
• Perform data validations against key interfaces and troubleshoot/resolve issues identified: (Vistex, Touch Point, Tableau, Azure BI, Vendavo, CPQ and SIB).

• Coordinate and drive development of reports and tools across team to streamline data access and simplify how we work.

• Develop effective contract tracking tool and follow up with field team prior to contract expiration.
  
• Identify opportunities for automation to manual processes and work with Director on implementation.
  
• Develop and manage Customer Operations knowledge base. Conduct training cross team on Vistex systems and enhancements.
  
• Coordinate, track and perform UAT for system transports (i.e. defects, enhancements) across key customer ops systems.
  
• Provide documentation and guidance on key processes within the team. Assist team members on complex customer reconciliations, check reissue/escheatment and payment monitoring.
  
• Assist Director with new biz acquisitions to include requirements gathering and streamlining processes for hand over to rebates/pricing function.

Qualifications:

• BS, BA degree required
• 6-8 years of experience in an Accounting, Finance or related function in professional operational environment.
• Superior customer service commitment and orientation are critical to this role.
• Knowledge of SAP and Vistex Modules.
• Strong analytical and problem-solving skills with ability to work with complex data sets and perform in depth analyses.
• Experience in pharma/healthcare industry with expertise in rebate programs and promotions is strongly preferred.
• Experience working in a fast-paced environment; effective in managing and prioritizing multiple assignments.
• Strong oral and written communication skills enabling effective communication across all management levels.
• Strong partnering skills.

Full time

Regular

Colleague

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 zoetiscolleagueservices@zoetis.com 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 www.Zoetis.com/careers site, or (2) via email to/from addresses using only the Zoetis domain of "@zoetis.com". 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.

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