The B2B Digital Operations and Enablement is responsible for the operational health, issue resolution, and business-rule execution that keep B2B digital experiences running smoothly for internal and external customers. This role manages and resolves customer support and operations tickets, serving as the escalation point for complex, cross-functional problems spanning eCommerce and eLearning processes. The Manager partners closely with Technology, Product, Customer Support, Sales/Commercial, and other business stakeholders to triage issues, determine root cause, and drive durable fixes through configuration, process updates, and/or product backlog changes. The role owns operational playbooks, knowledge management, and enablement artifacts that improve first-contact resolution and reduce recurring tickets. This position also supports SOX requirements through disciplined controls, documentation, and participation in associated UAT planning and execution.
Core Responsibilities:
• Reduced recurrence of top operational issues through durable fixes and improved business-rule clarity.
• Improved ticket throughput, SLA attainment, and stakeholder satisfaction for B2B escalations.
• UAT readiness and disciplined evidence collection to support SOX-related requirements.
• High-quality operational documentation that increases self-service and first-contact resolution.
Ideal Candidate Profile:
• Strong working knowledge of ecommerce and eLearning customer journeys, business rules, and operational dependencies.
• Ability to translate ambiguous issues into clear problem statements and actionable requirements.
• Structured incident management, prioritization, and escalation judgment; calm under pressure.
• Excellent written and verbal communication; able to work effectively with both technical and business representatives.
• Documentation rigor (SOPs, runbooks, decision logs, test evidence).
Analytical mindset with comfort using metrics to drive operational improvements.
Education and Experience:
• Bachelor's degree in Business, Information Systems, Operations, or related field (or equivalent experience).
• 5+ years of experience in operations, support, business systems, or digital enablement roles supporting ecommerce and/or eLearning platforms.
• Demonstrated experience resolving complex issues across business and technical teams, including root cause analysis and stakeholder communications.
• Experience supporting regulated controls environments and/or participating in SOX-aligned UAT activities (preferred).
• Strong at project management skills ensuring all deadlines are met and objectives are clearly communicated
Technical Skill Requirements:
• Experience with Hybris, Microsoft Tools, Data Collection Tools.
Physical Skill Requirements:
• Position is based in Parsippany, NJ
• Travel requirement: less than 5%
The U.S. base salary range for this full-time position is $100,000 to $151,000. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the base pay target range for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
This position is also eligible for short-term incentive compensation.
This position is also eligible for long-term incentives.
In addition to compensation, Zoetis offers a comprehensive benefits package that supports the physical, emotional and financial wellbeing of our colleagues and their families including healthcare and insurance benefits beginning on day one, a 401K plan with a match and profit-sharing contribution from Zoetis, and 4 weeks of vacation.
Visit zoetisbenefits.com to learn more.
Full time
Regular
Colleague
