IDEXX · 9 hours ago
Software Customer Experience (CX) Operations Manager
Westbrook, ME
Full-time
Onsite
Mid, Senior Level
$110K/yr - $120K/yr
5+ years expIDEXX Veterinary Software is seeking an experienced Software Customer Experience (CX) Operations Manager to lead operational excellence across a global CX organization supporting veterinary practices worldwide. The role involves optimizing workflows, managing platforms, and ensuring seamless execution of programs that enhance customer experiences and operational efficiency.
BiotechnologyHealth CareLivestockVeterinary
Responsibilities
Map and optimize workflows across Implementation and Support functions
Standardize delivery documentation, templates, and onboarding materials
Build a centralized knowledge base of best practices to ensure consistency and scalability
Lead our Voice of the Customer program, managing CSAT reporting and feedback loops
Drive monthly insights to senior stakeholders and coordinate Customer Action Teams focused on solution readiness, process improvement, onboarding, and sales alignment
Manage and coach the CX Systems Administrator
Serve as business lead for platforms like GUIDEcx, Gong, Gainsight, and CustomerGauge
Drive system integrations, automation, continuous improvement, and usability enhancements
Oversee reconciliation processes for implementation and go-live reporting
Align with Finance and Commercial teams on billing and revenue accuracy
Partner with BI teams to maintain executive dashboards and co-own new reporting initiatives
Maintain CX OKRs and contribute to monthly and quarterly business reviews
Identify bottlenecks, staffing constraints, and automation opportunities
Support change management and enablement across the CX organization
Act as a connector between CX and key partners to ensure operational readiness
Facilitate knowledge sharing and process alignment across global teams
Coach and develop a small team with a culture of ownership and continuous improvement
Promote customer-centricity and operational excellence using Lean, Agile, or Six Sigma principles
Qualification
Required
5+ years in customer operations, implementation delivery, or service enablement in a tech environment
Technical experience- Systems Admin, Software Testing, Software Development, or similar
Self-starter mentality with demonstrated experience navigating ambiguity and driving progress independently, while also collaborating closely with teammates and stakeholders
Strong process improvement mindset and curiosity about how systems and data connect to improve customer and business outcomes
Interest in systems architecture, integration, and platform usability, particularly in customer-facing tools
Executive presence with excellent communication and presentation skills with the ability to present ideas and build PowerPoint decks that clearly convey operational insights and recommendations
Experience leading projects and influencing across departments without direct authority
Data-driven mindset and comfort with dashboards, KPIs, and audit processes
Bachelor's degree or equivalent experience
Preferred
Lean, Six Sigma, or Agile certification
Project management experience (PMP, CSM)
Familiarity with SaaS, practice management software, or healthcare delivery
Experience with Salesforce, GUIDEcx, Gong, Gainsight, CustomerGauge, and similar tools
Benefits
Day-one health, dental, and vision benefits.
5% 401k match
Pet insurance
Mental health resources
Volunteer days
Stock programs
Company
IDEXX
10,000+ people, one global focus - enhancing the health and well-being of pets, people, and livestock We are passionate about what we do at IDEXX – and why wouldn’t we be? When you’re working to raise the standard of care for pets, make drinking water safe for billions and keep our livestock population around the globe healthy and free of disease, it’s no wonder that what we do each day is more than just a job.
10001+ employees
H1B Sponsorship
IDEXX has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (29)
2024 (18)
2023 (20)
2022 (28)
2021 (21)
2020 (17)
Funding
Current Stage
Public CompanyTotal Funding
unknown1991-06-21IPO
1984-01-01Seed
Leadership Team
Jonathan Mazelsky
President and CEO
Michael Erickson
Executive Vice President and General Manager
Recent News
2026-01-16
PharmiWeb
2026-01-15
Company data provided by crunchbase