Director, Software Support

Idexx•Westbrook, ID

6d•Onsite

About The Position

The Director, Software Support sets the strategy and leads global operations supporting IDEXX Veterinary Practice Software customers. The role oversees a large, multi-team organization across EMEA, ANZ, and North America, working through subordinate leaders to deliver a consistent, continually improving customer experience. The director partners with internal Line of Business, Software product, and business leaders, as well as peer support leaders across product areas and regions, to align standards, metrics, and escalation paths. The director is accountable for customer experience across the customer journey, support strategy and operating plans, operational performance, tools and technology strategy, organizational development, and the function’s budget and financial commitments. The role advances process improvements and self-service and AI-assisted capabilities, reduces customer effort and avoidable contacts, leads the organization through change, and engages with major customers on escalations and business reviews. This is an onsite position in Westbrook, Maine, with an expectation of being onsite four to five days per week and up to 20% travel.

Requirements

Significant prior leadership experience in a contact center or support organization supporting customer software or SaaS products, including leading subordinate managers across multiple teams and regions.
Demonstrated ability to lead teams and organizations through change, with situational leadership and conflict management skills.
Ability to influence and motivate extended teams, lead without authority, and use strong negotiation and persuasion skills.
Ability to build strong relationships with customers and colleagues and work with all organizational levels, internally and externally.
Business and financial acumen, including experience owning a functional budget and bottom-line responsibility.
Ability to collaborate in a matrix environment and work as a peer with global and regional counterparts across geographies and time zones.
Technical aptitude, including in medical, life science, or veterinary fields.
Strong knowledge of business needs and ability to establish customer trust and confidence while managing constructive conflict with partners.
Ability to build and execute business plans and programs and drive results at scale.
Ability to assess the marketplace, customer needs, goal attainment, marketing and sales programs, and model and design complex solutions.
Excellent written, verbal, and presentation skills, including presenting to large audiences and explaining information to build rapport, persuade, and gain understanding.
Ability to design for customer experience throughout the customer journey, understand customer needs, use support data to influence product and business decisions, and recommend continuous improvement strategies.
Strong people development, performance management, and organizational design skills, including a track record of growing leaders and planning for employee systems, tools, and development opportunities.
Ability to work onsite in Westbrook, Maine four to five days per week.
Ability to travel up to 20%.

Responsibilities

Set strategic direction and operating plans for global software support, including strategies that improve customer and employee experiences.
Lead support teams serving Veterinary Practice Software customers across EMEA, ANZ, and North America through subordinate leaders; set objectives, evaluate performance, and support professional development.
Design and prioritize the customer experience at every point in the customer journey, from initial contact through ongoing product use.
Align with peer support leaders across product areas and regions on standards, metrics, and escalation paths.
Build a leadership bench through coaching, development, and succession planning.
Identify problems, obstacles, and opportunities and lead process improvements based on existing procedures and business needs.
Own the support technology and tools strategy, evaluate new tools including self-service and AI-assisted capabilities, and improve efficient use of tools.
Own operational targets and use data, metrics, and system tools to maximize efficiency and customer experience, responding when results drift off plan.
Partner with Software product and business leaders to improve the customer experience, reduce avoidable contacts through product improvements and self-service, and develop short- and long-term product strategies.
Lead the organization through product evolution and business growth.
Assess organizational structure and service models for global opportunities, considering language, time zone, and regional differences.
Own the function’s budget and financial commitments and ensure staffing and resources are in place to deliver the plan.
Engage with largest customers on escalations and business reviews, and hold key vendors and outsourced partners accountable.
Prepare and deliver performance reporting that surfaces risks and sets direction for peer groups and senior management.
Travel to support global teams and key customers, as required.