US CRM Operations Owner

Zoetis•Parsippany-Troy Hills, NJ

5d•$82,000 - $118,000

About The Position

The US CRM Operational Owner supports the Sales and Service Product Owners and helps ensure the CRM system is reliable, scalable, and meets the technical needs of the US Operations organization. The role works closely with delivery teams and business analysts to translate business requirements into technical solutions, manage system integrations, and maintain data integrity. Although the position is not directly responsible for delivery, it provides technical oversight, establishes best practices, and supports continuous improvement of system performance and security. The role partners closely with the CRM Business Owner and interacts with stakeholders across US Commercial teams—including Petcare, Diagnostics, and Livestock—as well as ZTD delivery and operations teams and others as needed. The position also oversees integrations involving Sales Cloud and other systems, supports UAT, and helps ensure technical documentation and training are maintained.

Requirements

Bachelor's degree or higher in Computer Science, Information Technology, Business Administration, or a related field.
At least 2 years of experience supporting CRM systems, preferably Salesforce Sales Cloud and/or Service Cloud.
Experience gathering requirements, developing user stories, and testing.
Excellent communication skills, including the ability to explain technical concepts to non-technical stakeholders.
Experience collaborating with cross-functional teams, including business stakeholders, developers, and IT support staff.
Strong project management skills and experience leading technical projects from start to completion.

Nice To Haves

Project management certification such as Project Management Professional (PMP) or Agile Certified Practitioner (PMI-ACP).

Responsibilities

Ensure technical requirements and constraints are communicated effectively to delivery teams, and collaborate with them to address technical challenges during development.
Collaborate with delivery teams to resolve technical issues, minimize disruption to CRM users, and guide the resolution of system bugs and implementation of fixes.
Participate in technical grooming and refinement calls and sprint planning; ensure business-as-usual requests are routed and answered within a reasonable timeframe.
Oversee integrations between Sales Cloud and other systems, including content management, analytical tools, ERP, marketing automation tools, and Alteryx, to support seamless data flow and process integration.
Manage contracted Contact Data Steward resources.
Monitor system performance, scalability, and reliability; recommend optimizations and ensure alignment with industry standards and technological advancements.
Provide technical support during UAT, ensure proper system setup, and resolve technical issues.
Ensure delivery teams create and maintain comprehensive CRM technical documentation.
Provide guidance and support for training users and technical teams on system functionality and best practices.