Customer Experience Operations Manager

IDEXX Veterinary Software is seeking a Customer Experience (CX) Operations Manager II to help drive operational excellence across a global CX organization supporting thousands of veterinary this highly cross-functional role youll help optimize the systems processes and programs that support our Implementations Data Conversions Customer Success Customer Education and Support teams.

Youll report to the Director Associate of CX Operations Analytics & Strategic Programs work closely with senior leaders and executives and manage the CX Systems Administrator. Youll play a vital role in supporting operational programs providing reporting on key business outcomes managing infrastructure of adopted platforms and ensuring a high-quality technology-enabled experience for both customers and internal teams.

This role is ideal for someone who thrives in a fast-paced evolving environment and enjoys solving operational puzzles connecting systems and workflows working cross-functionally in a highly matrixed environment to define processes and make measurable improvements that scale.

While candidates based on the U.S. East Coast are preferred the key requirement is the ability to work effectively with a predominantly East Coast-based leadership team. You will also collaborate asynchronously with a globally distributed team across multiple time zones including CST (Frisco TX) GMT (London) and NZT (Auckland) ensuring smooth communication and alignment across regions.

In This Role You Will:

Voice of the Customer & Quality Programs

• Lead execution of IDEXX VetSofts Voice of the Customer (VoC) program managing Customer Satisfaction (CSAT) reporting insights and feedback loops.
• Coordinate monthly CSAT reporting to cross-functional teams and senior stakeholders advising on opportunity areas and improvement actions.
• Manage cross-functional Customer Action Teams across four focus areas: Solution Readiness Process Improvement Onboarding Professionalism & Skills and Sales Expectations Alignment.

Process Improvement & Documentation

• Partner with CX leaders to map and optimize operational workflows across implementation and support functions.
• Standardize implementation delivery documentation templates webinar tools and onboarding materials.
• Build and maintain a centralized knowledge base of implementation standards and best practices.
• Promote scalable repeatable processes that improve delivery consistency and team productivity.

System Administration & Platform Optimization

• Manage and coach the CX Systems Administrator to ensure effective use of platforms like GUIDEcx Gainsight and CustomerGauge.
• Serve as business lead for select platform vendors driving continuous improvement and alignment with CX needs.
• Contribute to system integrations automation initiatives and usability enhancements.

Reporting Accuracy & Audit Process

• Oversee reconciliation processes to ensure accurate implementation and go-live reporting.
• Support alignment with Finance and Commercial teams to ensure billing and revenue recognition accuracy.
• Work closely with business intelligence team to advise on and maintain stable executive reporting dashboards that align with processes and systems used for critical business metrics (Implementations delivered Time to Live Onboardings on Schedule etc.)
• Collaborate with BI team to co-own new requested reports and gain leadership alignment

Operational Strategy & Enablement

• Help maintain and refine CX OKRs & goals across Output Efficiency and Quality dimensions.
• Contribute to the preparation of monthly CX program reviews as well as MBRs (Monthly Business/Sales Reviews) and QBRs (Quarterly Business Reviews).
• Collaborate with the CX Analyst and Project Manager to identify process bottlenecks staffing constraints and automation opportunities.
• Support change management and enablement initiatives across the CX organization.

Cross-Functional Alignment & Readiness

• Act as a connector between CX and key partners in Product R&D Sales Marketing Finance and IT/Enterprise Systems to ensure operational readiness for new launches.
• Facilitate knowledge sharing and process alignment across global CX teams.

Team Development & Culture

• Coach and develop a small team with a culture of ownership growth and continuous improvement.
• Help instill customer-centricity and operational excellence using tools like Lean Agile or Six Sigma as appropriate.

What Youll Need to Succeed:

• 5 years of experience in customer operations implementation delivery or service enablement in a software or technology environment.
• A self-starter who can navigate ambiguity and drive progress independently while also collaborating closely with teammates and stakeholders.
• Strong executive presence and excellent communication skillswith the ability to present ideas and build PowerPoint decks that clearly convey operational insights and recommendations.
• Passion for process improvement and curiosity about how systems and data connect to improve customer and team outcomes.
• Interest in systems architecture integration and platform usability particularly in customer-facing tools. Experience in root cause analysis mapping and negotiating resolutions upstream.
• Demonstrated success leading projects coordinating across departments and influencing without direct authority with tact and process efficiency.
• Data-driven mindset with a comfort level working with dashboards KPIs audit processes and program performance reviews.
• Bachelors degree (or equivalent experience).

Bonus Qualifications (Not Required):

• Lean Six Sigma or Agile certification or experience.
• Project management experience or formal certification (e.g. PMP CSM).
• Familiarity with practice management software SaaS environments or healthcare delivery models.
• Experience with Salesforce GUIDEcx Gainsight CustomerGauge or similar tools.
• Prior exposure to implementation workflows or enablement documentation processes.

About IDEXX Veterinary Software:

The right veterinary software is critical to operations clinical outcomes client relationships and more. IDEXX offers the software and servicesand partnershipsthat practices of all types and sizes need to succeed. Dedicated proactive support and training plus unmatched integration have made us an AAHA Preferred Provider of veterinary softwareand the choice of more than 125000 veterinary professionals.

IDEXX Veterinary Software manages the companys ecosystem of practice management software solutions and applications. Our software makes the lives of veterinarians and their teams easier which means they can spend more time caring for pets. The software group is a unique place within IDEXX we have the pace and energy of a software organization combined with the people-centric culture of IDEXX. You will work with genuinely nice people who are committed to making the world better for pets and those who care for them.

Why IDEXX

Were proud of the work we do because our work matters. An innovation leader in every industry we serve we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy to ensure safe drinking water for billions and to help farmers protect livestock and poultry from disease. We have customers in over 175 countries and a global workforce of over 10000 talented people.

So what does that mean for you We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery. At IDEXX you will be supported by competitive compensation incentives and benefits while enjoying purposeful work that drives improvement.

Lets pursue what matters together!

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