Commercial Operations Director

Customer Service Excellence
*Lead and oversee the end-to-end Order-to-Cash process, ensuring accurate, timely, and efficient order management and issue resolution.

*Manage service delivery to direct and indirect customers, including oversight of discounts, rebates, and commercial policy execution.

*Champion a customer-first mindset by delivering high levels of service performance and resolving customer service issues promptly.

*Ensure all customer-facing operations comply with internal policies and external regulatory standards.

Operational Effectiveness & Business Analytics
*Deliver timely and insightful data analytics and reporting to enable informed decision-making across the commercial organization.

*Drive forecasting, demand planning, and KPI tracking in collaboration with cross-functional teams.

*Ensure accurate, compliant execution of field force incentive programs and commercial performance measurement.

*Leverage digital tools to enhance operational efficiency and commercial agility.

Field Force Effectiveness
*Drive sales effectiveness through optimized territory planning, deployment, and performance tracking.

*Enable the field team with tools, training, and insights to support solution-based selling and customer engagement.

*Implement scalable support processes that reduce administrative burden and enhance time spent with customers.

Strategic Enablement & Commercial Policy
*Develop and execute pricing strategies and commercial policies that align with market dynamics and corporate objectives.

*Lead channel strategy and multi-platform engagement across wholesalers and veterinary customers.

*Drive commercial innovation through digital transformation projects and enablement tools.

*Ensure compliance and alignment with global frameworks and local regulatory requirements across all strategic initiatives.

Leadership & Team Development
*Lead a team of 4 direct reports and 9 total team members, providing clear direction, coaching, and performance management.

*Foster a coaching culture, support succession planning, and encourage innovation and accountability.

*Drive cross-functional collaboration to enhance execution capabilities and organizational impact.

Desired Skills and Experience
The Director of Commercial Operations leads the strategy and execution of four critical pillars: Customer Service, Operational Effectiveness, Field Force Effectiveness, and Strategic Enablement. This role ensures excellence in service delivery, business analytics, commercial operation, and customer excellence. Leading a team of four direct reports and a total team of nine, the Director collaborates cross-functionally to enable data-driven decision-making, process efficiency, and a high-performing, customer-focused commercial organization.

Qualifications

*Bachelor's degree in Business, Marketing, or related discipline (MBA preferred).

*Minimum 10 years of experience in commercial operations, including leadership roles in customer service, analytics, and sales enablement.

*Strong interpersonal, problem-solving, and digital capability skills.

*Experience with CRM systems, analytics platforms, and digital business tools.

*Superior knowledge of multiple operational functions and principles, including finance, customer service, production, and employee management

*Ability to streamline or implement new structures and roles that boost speed and efficiency while supporting rapidly shifting business demands.

*Strong working knowledge of industry regulations and legal guideline is a plus.

About Zoetis
At
Zoetis
, our purpose is to nurture the world and humankind by advancing care for animals. As a Fortune 500 company and the world leader in animal health, we discover, develop, manufacture and commercialize vaccines, medicines, diagnostics and other technologies for companion animals and livestock. We know our people drive our success. Our award-winning culture, built around our Core Beliefs, focuses on our colleagues' careers, connection and support. We offer competitive healthcare and retirement savings benefits, along with an array of benefits, policies and programs to support employee well-being in every sense, from health and financial wellness to family and lifestyle resources.

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