Customer Experience Operations Manager

Customer Experience (CX) Operations Manager II

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 :

• 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

System Administration & Platform Optimization

Reporting Accuracy & Audit Process

Operational Strategy & Enablement

Cross-Functional Alignment & Readiness

Team Development & Culture

What You'll Need to Succeed :

Bonus Qualifications (Not Required) :

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 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!