GDx Process Improvement Project Coordinator

Role Description

The position of Project Improvement Coordinator will be part of the Global Diagnostics Customer Care Division within the Above Market Organization. As a DX Process Improvement Coordinator, you will provide project management expertise to across-market, across-functions teams to ensure execution of operational objectives. You will collaborate with above the market teams and in market colleagues to support global implement of Dx process standards. The role will be closely tied to understanding gaps in our process or systems and working with the relevant stakeholders on finding a resolution. You will be tasked with the delivery of ongoing project execution. These projects can be process, finance, or commercial related but will all contribute to an increased customer care experience for our customers in market.

The DX Process improvement Coordinator will drive continuous improvements in Customer Care Processes across multiple stakeholder’s organizations.  

• Support through process improvement projects both in the US & International  
• Support in the process and set up of new product launches, carry out testing & provide guidance on areas for improvements while sharing best practice with markets.  
• Identify and Implement ways to improve the service in the above the market organisation and support on resolving problems.  
• As a member of ZOETIS International Customer Care Organization, this role will work extensively with cross-functional teams for process improvements, continuous customer-centric innovation and excellence of all aspects of customer’s end-to-end journey, customer care team performance and business added value delivery.  
• In collaboration with market coordinators and managers, identify ongoing operational and technical issues, facilitate discussions with team leadership and recommend possible resolutions.  
• Contribute to continuous improvement within the discipline by sharing best in practice techniques and processes with peers.  
• Monitor and improve “Equipment Master Data” inefficiencies related to the customer care process.  
• Monitor the efficiency of SC related topics as UNBW inventory/transportation/shared stock/etc… in order to secure an excellent customer care experience with our customers.  
• Audit and improve process flows for example Warrant process, Contract Process.  
• Responsible for SAP testing 

Education and Experience

• Bachelor’s or master’s degree in a commercial related field required
• Minimum of 5 years project management experience using formal project management methodologies preferred 
• Strong commitment to service and understanding of the end to end customer care  

Technical Skills Requirements

• Strong Microsoft Office (Word, Excel, PowerPoint, etc) skills required
• Innovative and creative thinker 
• Ability to interact with cross-functional team members and stakeholders in a problem-solving, constructive manner.
• Excellent organizational skills and ability to manage multiple priorities simultaneously. Ability to prioritize tasks and projects and to work at a fast pace while ensuring the high level of quality that is expected  
• Excellent communication skills (written and verbal)
• Highly comfortable presenting and transferring knowledge.
• Ability to work independently while fostering good working relationships across physical distance and have flexibility and the capacity to handle multiple tasks at once.  
• Flexibility to changing methods and technologies
• Customer-centric satisfaction mindset  
• Negotiation and conflict resolution abilities  
• A strong ability to analysis and solve problems

• Positively and effectively communicate with key stakeholders at all levels of the organization
• Highly motivated, self-starter with a keen interest in exploring ways to make enhancements and improvements to the reporting model
• Can demonstrate a strong business acumen
• Capable of critical analysis and deep problem-solving skills
• Team player

Physical Position Requirements

• This position may require frequent international travels in different markets.  
• This position is attached to the ZOETIS office based in Germany/ US
• This position may require regular meetings outside of traditional work hours. 

The following base pay range reflects the anticipated base pay for this position if a selected candidate were to
be located in (Colorado). Base pay may vary based on location and other factors.

Base Pay Range: $71,000 - $102,000

The following base pay range reflects the anticipated base pay for this position if a selected candidate were to be located in (California), (NJ Remote), (NY Remote), or (Washington). Base pay may vary based on location and
other factors.

Base Pay Range: $80,000 - $115,000

This position is eligible for short-term incentive compensation.

We offer a competitive and comprehensive benefits package, which includes healthcare, dental coverage, and

retirement savings benefits along with paid holidays, vacation and disability insurance.

Full time

Regular

Colleague

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