Manages the customer care call quality monitoring program across multiple teams. Maintains quality standards, scoring configurations, dashboards, and reporting; analyzes contact trends and customer insights; partners with managers to improve coaching and performance; administers the quality management platform; develops training and support materials; and collaborates with customer experience and technology teams to improve customer interactions.

Leads Zoetis’s CIAM function and SAP Customer Data Cloud platform, overseeing B2B and B2C identity services, integrations, operations, security, compliance, and global rollouts. Provides IAM strategy, architecture, enablement, incident management, and technical guidance across business and technology teams. Manages employees, MSP consultants, vendors, platform roadmaps, SLAs, QA, and deployments while coordinating with partners including SailPoint and SAP/Gigya.

Provides technical support for veterinary diagnostic connectivity, point-of-care blood analyzers, information systems, and integration issues. Troubleshoots customer problems, documents calls, manages product returns and replacement orders, develops fault-isolation procedures, and trains customers and internal teams. Supports veterinary practices, laboratories, and academic settings while coordinating with engineering, quality, repair, product management, sales, and customer service teams. Some travel and occasional physical activity are required.