Global Director, Software Support - Customer-First Strategy

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

Benefits offered by this job

Health benefits

Dental benefits

Vision benefits

401k match (5%)

Equity awards

Employee stock program

Foundation donation matching

Volunteer paid days off

Pet insurance

Mental health resources

Job summary

IDEXX is seeking a Director of Software Support to lead our global Veterinary Practice Software support organization. You will design customer-first strategies, oversee teams across EMEA, ANZ, and North America, and drive initiatives that reduce customer effort while improving satisfaction.

You will partner with product and business leaders to evolve support tools, self-service, and AI-assisted capabilities, while managing budgets and talent development to ensure scalable, high-quality service.

Qualifications

• Significant prior leadership experience in a contact center or support organization handling software/SaaS.
• Ability to lead teams across multiple regions through subordinate managers.
• Business and financial acumen with experience owning budgets.

Responsibilities

• Define the strategy and operating plan for software support across regions.
• Lead global support teams through subordinate leaders and set objectives.
• Partner with Software product and business leaders to improve customer experience and self-serve options.
• Own budget, staffing, and resource commitments to meet the plan.
• Drive continuous improvement by identifying problems and implementing efficiencies.

Skills

Leadership

Change management

Negotiation

Relationship building

Budget management

Cross-functional collaboration

Communication skills

Data-driven

Job description

IDEXX is seeking a Director of Software Support to lead our global Veterinary Practice Software support organization. You will design customer-first strategies, oversee teams across EMEA, ANZ, and North America, and drive initiatives that reduce customer effort while improving satisfaction.

You will partner with product and business leaders to evolve support tools, self-service, and AI-assisted capabilities, while managing budgets and talent development to ensure scalable, high-quality service.