Associate Director, Customer Operations

Job Description

We deliver innovative health solutions that advance the prevention and treatment of diseases in people and animals.  Within the Animal Health Division, we are seeking an Associate Director, Customer Operations, to provide strategic leadership that elevates operational efficiency and drives customer success across our US Animal Health enterprise.  Reporting to the Executive Director of Business Operations, this individual will lead a team that will champion cross-functional process improvements, project execution, Regional Operations and IT enhancements to ensure our customers have a successful engagement and experience with our Animal Health division.  If you are passionate about operational efficiency, strategy and execution through leadership and cross-collaboration, we invite you to join our dynamic team.

Responsibilities

• Provide leadership and strategic direction to ensure your team provides the highest level of customer operational efficiency and execution.

• Act as point person for operational escalations; coordinate cross-functional solutions/recommendations and customer communications.

• Develop and leverage relationships with internal/external stakeholders (i.e. IT, Customer Service, Order to Cash, 3rd Party Data Providers and Sales/Marketing) and customers to support business needs and enhance customer satisfaction.

• Provide leadership and knowledge to resolving highly complex or unusual customer service-related issues and business problems.

• Lead or support new enhancements to process/platforms that impact your team and end customers.

• Develop strategic plans to develop or evolve processes/platforms ensuring data reliability/quality, scalability and business rules to ensure a best-in-class customer experience.

• Ensure strategic plans align with Regional and Divisional goals and priorities.

• Develop key team performance metrics and ensure team is meeting or exceeding those measures.

• Lead root-cause analysis for system-related customer issues and drive corrective actions with internal stakeholders.

• Stay current on Customer Operation impacting trends or industry shifts.

• Foster a customer-centric culture within the business and your team, ensuring that customers receive the best possible service.

Required Qualifications

• Bachelor’s degree in technology, business management, Project Management and/or related discipline.

• 5-10 years of experience with back-end customer operations, including post sale support, issue resolution, internal process management, leadership, project management.

• Minimum of 3 years of people management experience required.

• Strong leadership skills including but not limited to strategic planning, operational/process acumen, innovation and business savviness.  Change catalyst with a proven track record in coaching and development, talent growth, and execution excellence.

• Excellent communication and interpersonal skills.

• Proven ability to bridge business and IT—translating operational needs into technical requirements and driving implementation/adoption.

• Proficient with developing standard operating procedures, project objectives and status and change management plans

• Hands-on experience with support technologies (e.g., Salesforce Cloud Services, SAP, eCommerce sites) data/reporting, and close collaboration with IT.

• Strong cross-functional collaboration skills across Sales, Marketing, Customer Service, Finance, Order to Cash and IT.

• Ability to lead triage, ensure status updates for customers and internal reps, document impact, and drive post-incident reviews during system incidents or service disruptions.

• Strong technical acumen supporting pre- and post-implementation processes.

• Proficient in order processing, sales/customer data management, operational management and process excellence

Required Skills:

Client Service Excellence, Customer Interactions, Customer Satisfaction, Customer Service, Customer Service Operations, Customer Service Resolution, Leadership, Post-Sales Support, Process Management, Team Development

Preferred Skills:

Current Employees apply HERE

Current Contingent Workers apply HERE

US and Puerto Rico Residents Only:

Our company is committed to inclusion, ensuring that candidates can