Global Head of Customer Support & Experience

IDEXX Laboratories, Inc; Frisco (TX); Vor Ort; USD 130.000 - 141.000; Vollzeit

Benefits dieser Stelle

Health / Dental / Vision Day-One

5% matching 401k

Pet insurance

Zusammenfassung

IDEXX Laboratories, Inc. in Frisco, TX, seeks a Senior Manager, Customer Support (ezyVet) to lead the global ezyVet Customer Support organization, driving service excellence and scalable support strategies.

You will shape the regional and global support agenda, partner with Product, Customer Success, and Implementation teams, and coach leaders to build a high-performing, customer-obsessed organization with emphasis on analytics and continuous improvement.

Qualifikationen

• Bachelor's degree or equivalent experience.
• 8+ years of progressive leadership in customer support, CX, or SaaS.
• Experience leading leaders in a multi-site/global org.
• Experience managing performance, planning, metrics, and improvements.
• Strong analytical & business acumen with data-driven decisions.
• Proven ability to influence stakeholders & drive organizational change.

Aufgaben

• Develop and execute the global ezyVet support strategy.
• Lead organizational change for consistency, scalability & engagement.
• Build a high-performing leadership team across regions.
• Drive adoption of modern support practices & AI-enabled experiences.
• Own support performance across all channels and establish data-driven cadence.
• Collaborate with Product, CS, and Implementation to address pain points.

Kenntnisse

Leadership experience

Analytical skills

Cross-functional collaboration

Data-driven decisions

Stakeholder management

Ausbildung

Bachelor's degree or equivalent experience

Tools

Salesforce Service Cloud

Workforce management tools

AI-enabled support solutions

Jobbeschreibung

IDEXX Laboratories, Inc. in Frisco, TX, seeks a Senior Manager, Customer Support (ezyVet) to lead the global ezyVet Customer Support organization, driving service excellence and scalable support strategies.

You will shape the regional and global support agenda, partner with Product, Customer Success, and Implementation teams, and coach leaders to build a high-performing, customer-obsessed organization with emphasis on analytics and continuous improvement.