Associate Director, Veterinary Medical Information and Product Support (VMIPS)

Malvern

The Veterinary Medical Information and Product Support (VMIPS) Team fosters the safe and appropriate use of Zoetis products with all customer segments and all approved contact center channels by responding to unsolicited requests for medical and technical information. VMIPS is responsible for maintaining the regulatory integrity of our growing product portfolio by identifying and appropriately completing regulatory reportable cases. VMIPS does all of this with a customer obsessed mindset and the goal of providing outstanding customer service to our customers. The Associate Director role within VMIPS has responsibility for leading and developing a team of colleagues as well as managing the VMIPS operation. Other key responsibilities for the Associate Director include participation in annual department objectives setting and leading continuous improvement initiatives for VMIPS. The Associate Director is an active member of the VMIPS Leadership Team and expected to foster a culture that inspires VMIPS to deliver customer obsessed service and strive for continuous improvement.

Responsibilities

• Lead department, colleagues and contingent workers responsible for delivery of superior technical support and customer care across all approved channels in response to customer inquiries and regulatory reportable cases. Ensure department consistently achieves performance goals, including quality measures.
• Manage routine and escalated calls, cases and other customer contacts up to 15% of time.
• Supervisory responsibilities include annual objective setting, timely coaching and feedback, performance evaluations, new hire recruitment, on-boarding, and training.
• Complete call and case review to assure colleagues are delivering the desired customer experience, in a technically accurate manner, in compliance with department standard operating procedures and regulatory guidelines.
• Lead or participate in continuous improvement initiatives as aligned with Customer Care LT or VMIPS objectives.
• Actively participate in talent management and succession planning process for department, including support of development opportunities for Zoetis colleagues across the department and across Customer Care.

Organizational Relationships:

• Other VMIPS personnel (Technicians, Veterinarians, Customer Support Specialists, Quality Assurance Specialists and Managers)
• Field representatives (Sales)
• Customer Care (Veterinary Customer Service, Tech Support -Diagnostic, Zoetis Reference Labs Customer Service)
• Veterinary Medicine Research and Development-Pharmacovigilance

Education & Experience

• DVM, VMD from an accredited veterinary college with a minimum of 5 years of veterinary clinical practice experience with
  • Active veterinary licensure in at least 1 state
  • Minimum 3 years of experience in customer facing regulatory environment
  • Minimum 3 years of experience successfully leading a team, leading projects, or as a player coach

Or

• Bachelor's degree with
  • Minimum 5 years of experience in a customer facing regulatory environment.
  • Minimum 5 years of experience successfully leading a team

Technical Skill Requirements

• Ability to lead, develop and inspire others.
• Success in previous roles, including creatively finding opportunities or solving problems.
• Exemplifies what it means to be a change agent, continuous learner, and pushing self/others in a positive manner; inspire direct reports to perform at their best.
• Adept at working in highly fluid, complex, and ever-changing environment.
• Ability to work in a cross-functional team environment, align with and influence internal and external stakeholders, and build/manage relationships at all levels of an organization.
• Demonstrated ability to follow-through and provide the necessary attention to detail.
• Excellent verbal and written communication skills
• Experience in public speaking and presentation delivery.
• Ability to exercise good judgment and make thoughtful and data driven decisions based on relevant information.
• Consistently builds and demonstrates relevant technical knowledge, verbal fluency, and practice expertise; team to do the same.
• Ability to receive and appropriately act upon feedback from management, Quality Assurance, and others.
• Technically proficient in all VMIPS applications such as Five9, Service Cloud, MS TEAMS, OneDrive, etc.; consistently demonstrates a positive attitude when it comes to Zoetis applications; acts as positive change agent to support the pace of change in technology.
• Exemplify the Zoetis Values: Our colleagues make the difference, always do the right thing, Customer Obsessed, Run it like you own it, We are one Zoetis

Physical Position Requirements

• Sitting
• Standing
• Occasional Travel
• Ability to work rotating shifts, Monday through Friday, including some evenings and holidays.
• Malvern, PA Based role

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.