Digital Service Product Manager

The primary objective of the Digital Service Experience Lead is to design, establish, and manage the delivery of best‑in‑class digital customer and agent experience strategies for the US.

• Optimize Digital Service Touchpoints:
  Develop and implement a digital customer experience strategy and governance framework across all touchpoints.
• Optimize use of Service Cloud (CRM), , and other digital resources/channels to minimize friction, improve efficiency, and leverage service as an experience differentiator.
• Propose new or modified programs based on market research and emerging best practices.
• Drive self-serve utilization to decrease operational costs.
• Drive Continuous Improvement:
  Recommend strategy changes, enhancements, new solutions, or retirement of existing solutions.
• Coordinate with stakeholders across divisions to seek and incorporate feedback that benefits organizational objectives.
• Maintain communication with key stakeholders to ensure seamless adoption and implementation.
• Lead change management initiatives to improve internal business processes.
• Develop Customer‑Centric Strategies:
  Partner with US Customer Care groups to embed human‑centered, customer‑centric approaches and improve CES and NPS.
• Implement Customer Satisfaction Metrics:
  Establish and oversee collection, analysis, interpretation, and reporting of digital customer interaction data; align digital experience strategy with organizational objectives.

• Bachelor’s degree in business or data science required, or relevant job experience.
• MBA or Master’s in related field preferred.
• 3–5 years in a customer service related role (required).
• 3–5 years designing, implementing, and managing self‑serve modality (required).
• Veterinary services experience (preferred).

• Strong interpersonal/organizational/creative problem‑solving skills.
• Lean/Six Sigma (or similar) process improvement experience.
• Proven change management capabilities.
• Ability to conceptualize complex issues and deliver standardized best‑practice solutions.

• Based in Parsippany, NJ (Remote considered); travel