POSITION SUMMARY
We are seeking a Senior Manager to lead end-to-end delivery ownership and strategic innovation across our SAP Hybris, Marketing, Web and Learning solutions tech stack. This leader will shape the eCommerce and web/marketing, drive measurable business outcomes, and elevate our capabilities through AI-driven automation, scalable architecture, and up-to-date engineering/operating practices.
The role blends hands-on program and product leadership with thought leadership—partnering closely with Sales, Service, Marketing, Data/AI, Security, and Technology teams to deliver reliable releases, accelerate adoption, improve customer and agent experiences, and ensure governance, data quality, and compliance. Success requires a strong point of view on platform strategy, operational excellence, and continuous improvement, with a persistent focus on leveraging AI (e.g., agent assist, next-best-action, intelligent case routing, predictive insights) and automation to reduce friction, cost-to-serve, and time-to-value.
POSITION RESPONSIBILITIES
Percent of Time




Delivery ownership & roadmap leadership: Own end-to-end delivery across SAP Hybris, Content Stack, Crown Peak, SFDC and similar enterprise technology ensuring predictable execution, quality, and measurable outcomes; define and drive the eCommerce and Digital experience strategy and roadmap aligned with Sales, Service, Data/AI, Security, and Technology stakeholders. 25%
Strategic innovation (AI/automation) & platform direction: Provide thought leadership on platform architecture, operating model, and best practices to scale capabilities and reduce time-to-value; champion AI and automation (e.g., intelligent routing, agent assist, next-best-action, workflow automation) to improve customer/agent experience and reduce cost-to-serve. 20%
Governance, adoption & value realization: Establish governance for data quality, privacy, security, and compliance, including standards for releases, integrations, and reusable components

📌 Senior Manager, Digital Customer Experience (Hyderabad)
🏢 Zoetis
📍 Hyderabad