Senior Manager Digital Customer Experience

**POSITION SUMMARY** We are seeking a **Senior Manager** to lead **end-to-end delivery ownership** and **strategic innovation** across our **SAP Hybris, Marketing, Web** and **Learning solutions** tech stack. This leader will shape the eCommerce and web/marketing, drive measurable business outcomes, and elevate our capabilities through **AI-driven automation**, scalable architecture, and modern engineering/operating practices.    The role blends **hands-on program and product leadership** with **thought leadership**—partnering closely with Sales, Service, Marketing, Data/AI, Security, and Technology teams to deliver reliable releases, accelerate adoption, improve customer and agent experiences, and ensure governance, data quality, and compliance. Success requires a strong point of view on **platform strategy**, **operational excellence**, and **continuous improvement**, with a persistent focus on leveraging **AI (e.g., agent assist, next-best-action, intelligent case routing, predictive insights)** and automation to reduce friction, cost-to-serve, and time-to-value. **POSITION RESPONSIBILITIES** **Percent of Time** Delivery ownership & roadmap leadership: Own end-to-end delivery across SAP Hybris, Content Stack, Crown Peak, SFDC and similar enterprise technology  ensuring predictable execution, quality, and measurable outcomes; define and drive the eCommerce and Digital experience strategy and roadmap aligned with Sales, Service, Data/AI, Security, and Technology stakeholders. **25%** Strategic innovation (AI/automation) & platform direction: Provide thought leadership on platform architecture, operating model, and best practices to scale capabilities and reduce time-to-value; champion AI and automation (e.g., intelligent routing, agent assist, next-best-action, workflow automation) to improve customer/agent experience and reduce cost-to-serve. **20%** **Governance, adoption & value realization:** Establish governance for **data quality, privacy, security, and compliance**, including standards for releases, integrations, and reusable components; drive **adoption and benefits realization** through change management, enablement, KPI dashboards, and continuous optimization of user journeys and processes. **25%** **People & partner leadership:** Build, coach, and retain high-performing teams and partners, fostering a culture of **accountability, continuous improvement, and innovation**. **20%** **Financial & commercial management:** Own portfolio financial management including **estimates and budgeting**, **forecasting**, **accruals vs. actuals**, and vendor commercial governance including **SOW development/review, PO management, and spend tracking.** **10%** **ORGANIZATIONAL RELATIONSHIPS** * Proactively take up challenges across the   * Work with Salesforce contacts to ensure support and resolution of technical challenges  * Work with cross functional teams across the organization including business stakeholders, Value stream teams and business process team  * Groom and mentor teams   **RESOURCES MANAGED**     **_Financial Accountability_**  * _Lead **key programs and BAU delivery** for **Global Commercial**, owning end-to-end execution across **eCommerce, Marketing, Content Management and Web** with strong governance, quality, and on-time outcomes._  * _Own portfolio **financials**, managing an estimated **~$1M delivery/resource budget** plus an additional budget for **software licensing**, including forecasting, accruals vs. actuals, and value tracking._  * _Manage vendor commercial operations—**estimates, SOWs, POs**, and contract controls—ensuring cost transparency and delivery accountability._  **_Supervision_**  **_People leadership:_** _Directly manage a core team of 4**–6 team** members and provide matrix/indirect leadership for delivery squads totaling approximately **30 FTEs** plus **30+ contractors**, ensuring clear accountability, capacity planning, and performance outcomes._  **EDUCATION AND EXPERIENCE** * Bachelor’s degree in computer science, Information Systems, Engineering, Business, or a related field (or equivalent experience).  * MBA or Master’s (preferred) for portfolio, finance, and operating-model leadership.  * Certifications (preferred):  * Salesforce: Administrator, Sales Cloud Consultant, Service Cloud Consultant, Platform App Builder (Architect-level a plus).  * Data/CDP: Data Cloud (preferred), plus relevant data/privacy training.  * Delivery/ways of working: SAFe / Scrum / ITIL (as applicable)  **TECHNICAL SKILLS REQUIREMENTS** * Technical & domain experience (typical for this level)  * 10+ years in eCommerce / Marketing and Content Management customer platforms and enterprise delivery; 5+ years leading teams/programs in a matrixed global environment.  * Deep b2b eCommerce implementation experience: Experience of SAP hybris or similar eCommerce platform management and delivery.  * Content Management: Content Stack, SFDC and Crownpeak (or comparable technology stack like Adobe).  * Integration & architecture: API-led integration patterns (REST/SOAP, events), middleware (MuleSoft or equivalent), ERP/Order, Marketing platforms, and knowledge of SSO/IAM.  * Data and analytics: strong understanding of data modeling, data quality, metadata management, and analytics/BI consumption; comfort partnering with data engineering and governance teams.  * AI & automation: practical experience applying AI for sales/service productivity (e.g., summarization, next-best-action, case classification/routing, agent assist) and automation using Flow, orchestration, and low-code tooling with appropriate controls.  * DevOps & quality: experience with CI/CD, release management, environment strategy, testing automation, and operational readiness; tools such as Copado/Gearset/Jenkins/Git (any mix).  * Security, risk, and compliance: experience designing with privacy/consent, role-based access, auditability, and regulated-data handling; strong partnership with InfoSec and Risk.  * Financial/vendor management: estimating, budgeting/accruals/actuals, license cost management, and commercial governance including SOWs, POs, and supplier performance. **PHYSICAL POSITION REQUIREMENTS** Travel -10%  Office attendance- 50% attendance or as per local HR policy  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. _**Notice:** Zoetis Recruiters will contact candidates via email from an address ending in **@zoetis.com** and may also initially connect with candidates through **LinkedIn**, including LinkedIn InMail. Zoetis does not use Gmail, Outlook, Yahoo, or other web-based/generic email domains to communicate about job opportunities, interviews, or offers of employment. If you receive a recruitment-related email message claiming to be from Zoetis that does not come from **@zoetis.com**, please treat it as suspicious. For your security, do not reply, click links, open attachments, share personal or financial information, or send money in response to unexpected or questionable recruitment communications._