Associate Director, Customer Support – U.S. Pet Technology

MSD

6d•Hybrid

About The Position

Join our Animal Health team as the Associate Director, Customer Support for US Pet Technology. We’re looking for an experienced contact-center leader to shape the customer experience for pet owners using our products and platforms. This is a collaborative, cross-functional role with visible impact on product adoption, retention and brand trust. You will manage and optimize our third -party customer support partner relationship and prioritize the needs of pet owners. The Associate Director will own the vendor relationship for our contact center partner, lead QA and coaching programs, run data‑driven outreach campaigns, and ensure every pet owner interaction reflects our brand and drives measurable improvements in experience and outcomes.

Requirements

5+ years managing customer contact center operations for manufacturers or product-based businesses hands-on vendor management experience.
Demonstrated success managing outsourced contact centers: SLA/KPI monitoring, escalations, business reviews and contract coordination.
Strong Salesforce experience — able to configure, build reports/dashboards and validate automation/campaign requirements (Salesforce Admin experience or equivalent).
Proven experience designing and running QA programs (call monitoring, scorecards, calibration, root cause analysis and coaching).
Comfortable extracting, preparing and using contact data to execute targeted campaigns and measure outcomes.
Excellent written and verbal customer communication skills; ability to set and enforce brand-aligned messaging across phone, chat and email.
Data-driven, operationally focused, and committed to improving customer experience and digital reputation.
BA/BS in Business Administration or related field (required).

Nice To Haves

Experience with contact center platforms (e.g., NICE, Genesys, Five9) and social listening/reputation tools.
Salesforce Administrator certification.

Responsibilities

Own the relationship with our contact center vendor and serve as the day‑to-day operational liaison for all tactical, strategic and contractual matters.
Monitor vendor performance versus SLAs and KPIs; lead regular business reviews and action plans.
Manage escalation paths, service recovery, and continuous improvement plans.
Support contract reviews, amendments and renewals with procurement and legal.
Lead customer communications and quality assurance for phone, chat and email.
Define and enforce messaging, tone and brand standards across channels.
Design and run QA frameworks: call monitoring, scorecards, calibration, root cause analysis and targeted coaching.
Review interactions to identify quality gaps, training needs and process improvements.
Use Salesforce and data to drive contact center performance and pet‑owner engagement.
Build, maintain and interpret Salesforce reports and dashboards to measure performance, engagement and campaign results.
Partner with IT to improve contact data accuracy and to implement Salesforce enhancements, automation and campaign flows.
Extract and prepare lists and analytics to power targeted outreach (preventive care, reminders, re‑engagement), measure outcomes and optimize campaigns.
Monitor online reviews and social channels for escalations and themes; coordinate responses and remediation with vendor and internal teams.
Translate digital feedback into coaching, process changes or product suggestions.
Own execution of the pet‑owner engagement strategy as it relates to support interactions and outreach campaigns.
Partner with Product Operations, IT and Marketing to prioritize and implement improvements that increase efficiency and customer satisfaction.
Track and report core metrics (average handle time, FCR, conversion/engagement rates, CSAT/NPS) and deliver insights and recommendations to stakeholders.