Head of Global Desk Innovations

Job description

State considered: NJ Hybrid Role Description: Lead the transformation of Zoetis’ Service Desk into a predictive, AI-driven global support platform. Champion automation, digital empathy, and continuous learning to deliver seamless, modern user experiences. Drive the LIFT program’s innovation agenda, integrating ServiceNow, virtual agents, and analytics for measurable service improvements. Leadership Expectations: - Model servant leadership and empower teams at the edge. - Operate with time integrity, removing delays and friction. - Promote digital-first support: chatbots, real-time insights, automation. - Manage vendors with transparency and shared innovation roadmaps. - Embed AI/ML to identify trends, user behaviors, and bottlenecks. - Foster continuous improvement and digital empathy. POSITION RESPONSIBILITIES: Strategic and operational leadership of global Service Desk teams and executive support. Transition to predictive support using automation, AIOps, and virtual agents. Champion customer-centric, digital-first support with human + digital handoffs. Align and share knowledge across Cloud, Collaboration, Security, and Workspace teams. Oversee knowledge-centered support and shif...