US CRM Operational Owner
Zoetis

Position summary:

The US CRM Operational Owner is responsible for overseeing the technical strategy, governance, and optimization of the Sales Cloud system in the US. This role ensures that the CRM system is reliable, scalable, and meets the technical needs of the US Operations organization. The Operational Owner collaborates closely with the delivery teams and the CRM Business Owner to translate business requirements into technical solutions, manage system integrations, and ensure data integrity. While not directly responsible for delivery, this position provides technical oversight, establishes best practices, and ensures continuous improvement of the system's performance and security. The role is crucial for maintaining a robust and efficient CRM system that supports the US Ops organization's strategic goals and enhances user experience.

Responsibilities include:

• Project Oversight: ensure that technical requirements and constraints are communicated effectively to the delivery team; collaborate with delivery team to address any technical challenges that arise during the development process (e.g., daily stand-ups with US development team).
• Technical Support and Troubleshooting: collaborate with delivery teams to address technical issues and ensure minimal disruption to users of CRM tools; provide guidance on resolving system bugs and implementing necessary fixes.
• Integration Management: provide oversight for integrations between Sales Cloud, and other systems (e.g., content management, analytical tools, ERP, marketing automation tools, Alteryx); ensure that solutions are designed for seamless data flow and process integration - including managing Contact Data Steward contracted resources.
• Technical Strategy and Governance: define and maintain the technical strategy and governance framework for Sales Cloud in the US; establish and enforce best practices for system configuration, customization, and management.
• System Optimization: continuously monitor and recommend optimizations for system performance, scalability, and reliability; ensure the system is aligned with industry standards and technological advancements.
• UAT Technical Support: Provide technical support during UAT, ensure proper system setup, and resolve technical issues.
• Documentation and Training: ensure comprehensive technical documentation for the CRM system is created and maintained by the delivery teams; provide guidance and support for training users and technical teams on system functionalities and best practices.

The US CRM Operational Owner will partner closely with the CRM Business Owner and interact with stakeholders across several teams including all US Commercial Teams (Petcare, Diagnostics and Livestock), ZTD (Delivery & Operations Teams) and others, as needed

Education and Experience:

• Bachelor's Degree (or higher) in Computer Science, Information Technology, Business Administration, or a related field
• Demonstrated experience in implementing and managing CRM systems, preferably Salesforce Sales Cloud; hands-on experience with CRM configuration, customization, and integration.
• Experience in operational management, ensuring the reliability, scalability, and performance of CRM systems.
• Strong project management skills with experience in leading technical projects from start to completion.
• Ability to identify and resolve technical issues and system bugs promptly.
• Excellent communication skills with the ability to effectively communicate technical concepts to non-technical stakeholders.
• Experience collaborating with cross-functional teams, including business stakeholders, developers, and IT support staff.
• Salesforce Certifications such as Salesforce Certified Administrator, Salesforce Certified Platform App Builder, or Salesforce Certified Developer certifications
• Project Management Certifications such as Project Management Professional (PMP) or Agile Certified Practitioner (PMI-ACP) - preferred, but not required

Full time

Regular

Colleague

Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.

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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