Global Director, Software Support & Customer Experience

IDEXX Laboratories, Inc; Westbrook (ME); On-site; USD 180,000 - 220,000; Full time

Benefits offered by this job

Health/Dental/Vision Day-One

5% 401k match

Annual cash bonus

Annual equity awards

Volunteer paid days off

Stock program

Job summary

IDEXX Laboratories, Inc in Westbrook, ME is seeking a Director-level Software Support leader to shape the global support strategy for Veterinary Practice Software customers. You will oversee a large, multi-region organization, driving customer-centric design, efficiency, and escalation standards.

The role requires extensive leadership in SaaS support, cross-functional influence, and financial acumen, with onsite presence 4-5 days per week in Westbrook. Travel up to 20%.

Qualifications

• Significant leadership in a contact center or software/SaaS support.
• Leading across managers, teams and regions.
• Ability to influence and motivate without authority.
• Build relationships with customers and colleagues at all levels.
• Financial acumen with budget ownership.
• Collaborate in a matrix with global teams across geographies.
• Technical aptitude including medical field/life sciences/veterinary.
• Onsite role in Westbrook, ME 4–5 days per week.

Responsibilities

• Make customer experience a top priority at every stage of the journey.
• Lead global support with regional teams and standardized metrics.
• Set strategy and operating plan for software support with efficiency goals.
• Develop leadership bench through coaching and succession planning.
• Identify problems and drive process improvements for continuous improvement.
• Own tools and technology strategy, including AI/self-service capabilities.
• Achieve operational targets using data and performance metrics.
• Partner with product and business leaders to enable frictionless customer experience.
• Manage change as products evolve and the business grows.
• Evaluate organizational structure for global opportunities considering time zones and language.
• Own budget and financial commitments to deliver the plan.
• Engage with top customers on escalations and business reviews.
• Prepare and deliver performance reporting to peers and senior management.

Skills

Leadership experience

Change management

Influence without authority

Relationship building

Financial acumen

Cross-functional collaboration

Technical aptitude

Communication skills

Job description

IDEXX Laboratories, Inc in Westbrook, ME is seeking a Director-level Software Support leader to shape the global support strategy for Veterinary Practice Software customers. You will oversee a large, multi-region organization, driving customer-centric design, efficiency, and escalation standards.

The role requires extensive leadership in SaaS support, cross-functional influence, and financial acumen, with onsite presence 4-5 days per week in Westbrook. Travel up to 20%.