Associate Director, Customer Support – U.S. Pet TechnologyMSD Malaysia • Rahway, NJ, United States
Associate Director, Customer Support – U.S. Pet Technology
MSD Malaysia • Rahway, NJ, United States
2 days ago
Job type
- Full-time
Job descriptionJob Description 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. 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. Protect and grow our digital reputation. + 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. Execute strategy and collaborate across functions. + 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. Minimum Qualifications : 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. Education : BA / BS in Business Administration or related field (required). Preferred Experience and Skills : Experience with contact center platforms (e.g., NICE, Genesys, Five9) and social listening / reputation tools. Salesforce Administrator certification. Required Skills : Business Requirements Management, Change Management, Contact Center Operations, Customer Communications, Customer Service Improvement, Key Performance Indicators (KPI), Quality Control Management, Quality Improvement Programs, Salesforce Administration, Strategic Thinking Preferred Skills : Current Employees applyCurrent Contingent Workers apply US and Puerto Rico Residents Only : Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please if you need an accommodation during the application or hiring process.As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit : We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. U.S. Hybrid Work Model Effective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, Monday - Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence.This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as “remote”.The salary range for this role is$126,500.00 - $199,100.00This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee’s position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs.The successful candidate will be eligible for annual bonus and long-term incentive, if applicable.We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at .You can apply for this role through (or via the Workday Jobs Hub if you are a current employee). The application deadline for this position is stated on this posting. San Francisco Residents Only : We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance Los Angeles Residents Only : We will consider for employment all qualified applicants, including those
#J-18808-Ljbffr
Create a job alert for this search
Customer Support Associate • Rahway, NJ, United States
Related jobs
This position will be located at the East Hanover, NJ location and will not have the ability to be located remotely.The Insights and Decision Science (IDS) team is dedicated to enabling improved de...Show more The Associate Director, Rare Hematology, US Patient Advocacy collaborates with relevant malignant and non-malignant Hematology and focused rare patient communities to understand unmet needs that in...Show more The location for this role is East Hanover, NJ.There are 2 Associate Director, UX Designer positions associated with this job posting.
Associate Director, UX Designer.Associate Director, UX Designer...Show more 
A company is looking for a Head of Veterinary Marketing.Key Responsibilities Develop audience insights to inform messaging and segmentation strategies Lead go-to-market strategy and cross-functi...Show more
Head of Pet Owner Digital Engagement.Pet Owner experiences across channels.This role sits at the intersection of Pet Owner Digital Experience, Data and Technology, requiring a product leader who ca...Show more A company is looking for a Pet Insurance Advisor.Key Responsibilities Achieve company goals while maintaining key performance indicators (KPIs) Handle inbound sales calls and follow up with clie...Show more 
Associate Director, Customer Support For Us Pet Technology.Join our Animal Health team as the Associate Director, Customer Support for US Pet Technology.
We're looking for an experienced contact-cen...Show more A company is looking for an Account Director - Remote Work.Key Responsibilities Build long-term trusting relationships with clients and present the company to potential clients Create Account Pl...Show more This position will be located at the East Hanover, NJ location and will not have the ability to be located remotely.The Insights and Decision Science (IDS) team is dedicated to enabling improved de...Show more The AD, US Federal and State Compliance is responsible for the leadership, management, and execution of US tax compliance as thought leader on the various dimensions of US federal and state tax.The...Show more The location of this position is East Hanover, NJ.The Insights and Decision Science (IDS) team is dedicated to enabling improved decision making at Novartis by.
We collaborate closely with the US bu...Show more 
A place to share your ideas freely - even if they're daring or different.Where the true you can learn, grow, and thrive.At Verizon, we power and empower how people live, work and play by connecting...Show more A place to share your ideas freely - even if they're daring or different.Where the true you can learn, grow, and thrive.At Verizon, we power and empower how people live, work and play by connecting...Show more 
About Raritan Valley Community College : .New Jersey, Raritan Valley Community College has been serving as an academic and cultural center for Somerset and Hunterdon County residents for over 50 year...Show more A company is looking for an Associate Director - Docketing, IP Operations.Key Responsibilities : Provide leadership and direction to a team of docketing professionals, overseeing workload distribu...Show more A place to share your ideas freely - even if they're daring or different.Where the true you can learn, grow, and thrive.At Verizon, we power and empower how people live, work and play by connecting...Show more The location for this role is East Hanover, NJ.The Associate Director, Product Design & UX is dedicated to the design of optimized, highly personalized, User Interfaces and Interactions; possessing...Show more A company is looking for an Associate Director, Spending Account Operations.Key Responsibilities Leads and mentors a team in claims administration, funding reconciliation, and data analysis while...Show more
Associate Director, UX Innovation
Novartis Group Companies • East Hanover, NJ, United States
Full-time
Last updated: 30+ days ago • Promoted
Associate Director, Rare Hematology, US Patient Advocacy
Novartis Group Companies • East Hanover, NJ, United States
Full-time
Last updated: 30+ days ago • Promoted
Associate Director, UX Designer (1 of 2)
Novartis Group Companies • East Hanover, NJ, United States
Full-time
Last updated: 30+ days ago • Promoted
Veterinary Marketing Director
VirtualVocations • New York, New York, United States
Full-time
Last updated: 3 days ago • Promoted
Head of Pet Owner Digital Engagement
Zoetis, Inc • Parsippany-Troy Hills, NJ, United States
Full-time
Last updated: 11 days ago • Promoted
Ohio Licensed Pet Insurance Advisor
VirtualVocations • Paterson, New Jersey, United States
Full-time
Last updated: 2 days ago • Promoted
Associate Director, Customer Support U.S. Pet Technology
Merck • Rahway, NJ, US
Full-time
Last updated: 7 days ago • Promoted
Texas Account Director
VirtualVocations • Elizabeth, New Jersey, United States
Full-time
Last updated: 30+ days ago • Promoted
Associate Director, Integrated Field Deployment and GTM Analytics (1 of 2)
Novartis Group Companies • East Hanover, NJ, United States
Full-time
Last updated: 30+ days ago • Promoted
Associate Director, US Federal and State Compliance
Novartis Group Companies • East Hanover, NJ, United States
Full-time
Last updated: 30+ days ago • Promoted
Associate Director, AI Tech Lead
Novartis Group Companies • East Hanover, NJ, United States
Full-time
Last updated: 30+ days ago • Promoted
Associate Director Product Marketing
Verizon • Basking Ridge, NJ, United States
Full-time +1
Last updated: 15 days ago • Promoted
Associate Director - Marketing Technology Strategy
Verizon • Basking Ridge, NJ, United States
Full-time +1
Last updated: 21 days ago • Promoted
Associate Vice President of Technology Services
InsideHigherEd • Branchburg, New Jersey, United States
Full-time
Last updated: 9 days ago • Promoted
Associate Director of IP Docketing
VirtualVocations • Bronx, New York, United States
Full-time
Last updated: 4 days ago • Promoted
Digital Sales Associate Director
Verizon • Basking Ridge, NJ, United States
Full-time +1
Last updated: 21 days ago • Promoted
Associate Director, Product Design & UX
Novartis Group Companies • East Hanover, NJ, United States
Full-time
Last updated: 17 days ago • Promoted
Associate Director of Spending Accounts
VirtualVocations • Elizabeth, New Jersey, United States
Full-time
Last updated: 13 hours ago • Promoted • New!