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 practices. In this highly cross-functional role, you'll help optimize the systems, processes, and programs that support our Implementations, Data Conversions, Customer Success, Customer Education, and Support teams.

You'll report to the Director Associate of CX Operations, Analytics & Strategic Programs, work closely with senior leaders and executives, and manage the CX Systems Administrator. You'll 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.

In This Role, You Will:

Voice of the Customer & Quality Programs

• Lead execution of IDEXX VetSoft's 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 You'll 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 skills-with 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.
• Demonstrated success leading projects, coordinating across departments, and influencing without direct authority.
• Data-driven mindset with a comfort level working with dashboards, KPIs, audit processes, and program performance reviews.
• Bachelor's 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 services-and partnerships-that 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 software-and the choice of more than 125,000 veterinary professionals.

IDEXX Veterinary Software manages the company's 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?

We're 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 10,000 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.

Let's pursue what matters together!

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