Customer Experience (CX) Operations Manager

IDEXX•Westbrook, ME

73d•$110,000

About The Position

Are you passionate about building systems and processes that scale? IDEXX Veterinary Software is looking for an experiences Customer Experience (CX) Operations Manager to lead operational excellence across a global CX organization that supports thousands of veterinary practices worldwide. In this role, you’ll be the operational backbone of our CX teams - optimizing workflows, managing platforms, and ensuring seamless execution of programs that power Implementations, Data Conversions, Customer Success, Education, and Support. Your work will directly impact how we deliver a technology-enabled, high-quality experience for customers and internal teams alike. You’ll report to the Director Associate of CX Operations, Analytics & Strategic Programs, collaborate with senior leaders and executives, and manage the CX Systems Administrator. This is a highly cross-functional role where you’ll connect systems, streamline processes, and drive measurable improvements that scale globally. This position is ideal for someone with deep software operations experience who thrives in a fast-paced, evolving environment and enjoys solving operational puzzles, connecting systems and workflows, and working cross-functionally in a matrixed environment.

Requirements

5+ years in customer operations, implementation delivery, or service enablement in a tech environment.
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.

Nice To Haves

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.

Responsibilities

Process Improvement & Documentation
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.
Voice of the Customer & Quality Programs
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.
System Administration & Platform Optimization
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.
Reporting Accuracy & Audit
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.
Operational Strategy & Enablement
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.
Cross-Functional Alignment
Act as a connector between CX and key partners to ensure operational readiness.
Facilitate knowledge sharing and process alignment across global teams.
Team Development & Culture
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.

Benefits

Competitive salary up to $110K plus annual bonus.
Day-one health, dental, and vision benefits.
5% 401k match and additional perks like pet insurance, mental health resources, volunteer days, stock programs, and more.

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