Senior Product Experience Manager I

IDEXX•Westbrook, ME

About The Position

As the Senior Service and Support Product Manager I, you will be responsible for the oversight and strategic direction for product improvements that directly impact the customer experience. You will prioritize requirements that are most meaningful to the customer, partner and collaborate with product teams, influence product design, align with leaders across the organization, and monitor performance against goals. Your initial focus will be the Reference Labs line of business, and you will lead by advocating for the customer and the Customer and Technical Support organization. This role is ideal for a highly organized individual with a strategic mindset, a high level of process and technical acumen, excellent communication and collaboration skills, and the ability to adapt to shifting priorities quickly and efficiently. In this role: You will define the global Service and Support strategic direction providing an enhanced customer experience that aligns with LOB strategy and the IDEXX mission. You will own the Service and Support product roadmap and productize the service offering for applicable product lines. You will define a supportability product vision and collaborate on strategy with CTS leaders to reduce disruptions and improve customer experience. You will leverage customer insights, operational insights, and collaborate with subject matter experts to define supportability requirements. You will define, establish, and achieve all customer impact and financial objectives for prioritized efforts. You will be responsible for long-term strategy, annual revenue and operating performance, customer loyalty, and development of the teams you oversee either directly or indirectly. You will introduce formal governance, process, structure, and communication methodology to ensure consistency and success across initiatives. You will establish advisory and stakeholder forums for collaboration, alignment, expectation setting, and status updates. You will coordinate with cross-enterprise teams (Lines of Business, Marketing, Customer and Technical Support, Sales, Finance, Operations, IT, HR, others) to prioritize features that will improve the experience while ensuring overall product success. You will define positioning and training strategies for Customer and Technical Support. You will identify customer needs and market trends. You will research competitor products and maintain competitive comparisons and evaluations. You will gather and analyze insights to shape the direction of the product. You will plan/lead/execute activities and projects through all phases. Create plans, determine teams, gather necessary resources and implement projects, report on progress and ensure successful conclusions. You will develop/maintain knowledge of products and services as well as changes and developments in the industry affecting work activities. You may mentor, train and coach others. You may manage staff, assign work, monitor activities, evaluate performance and manage escalated/critical issues.

Requirements

Knowledge of marketing and product management practices, including product development, segmentation/targeting, product positioning.
Strong business acumen with ability to establish a high level of customer trust and confidence.
Be able to manage expectations and balance objectives to achieve goals.
Strong reasoning, analytical, financial management skills to resolve issues and perform informed prioritization analysis.
Influencing skills to gain commitment and support for decisions without authority and motivate the organization to support the improvements.
Basic project management skills and abilities, with ability to lead cross-functional teams in a matrix environment and progressing to the ability to manage highly complex product sets and organizational decisions at the senior levels.
To lead small, focused teams progressing to the recognized ability to lead, energize and mentor larger, more complex teams and programs.
Be highly organized, with ability to manage and prioritize several projects at once.
Drive, initiative and creativity progressing to recognized thought-leadership at the most senior level of this job family.
Excellent communication skills, both verbal and written.
Strong/advanced presentation skills; ability to present and explain product information to all audiences.
Proven management and leadership skills.
Be a disciplined self-starter with a high degree of reliability and attention to time and detail.

Responsibilities

Define the global Service and Support strategic direction providing an enhanced customer experience that aligns with LOB strategy and the IDEXX mission.
Own the Service and Support product roadmap and productize the service offering for applicable product lines.
Define a supportability product vision and collaborate on strategy with CTS leaders to reduce disruptions and improve customer experience.
Leverage customer insights, operational insights, and collaborate with subject matter experts to define supportability requirements.
Define, establish, and achieve all customer impact and financial objectives for prioritized efforts.
Responsible for long-term strategy, annual revenue and operating performance, customer loyalty, and development of the teams you oversee either directly or indirectly.
Introduce formal governance, process, structure, and communication methodology to ensure consistency and success across initiatives.
Establish advisory and stakeholder forums for collaboration, alignment, expectation setting, and status updates.
Coordinate with cross-enterprise teams (Lines of Business, Marketing, Customer and Technical Support, Sales, Finance, Operations, IT, HR, others) to prioritize features that will improve the experience while ensuring overall product success.
Define positioning and training strategies for Customer and Technical Support.
Identify customer needs and market trends.
Research competitor products and maintain competitive comparisons and evaluations.
Gather and analyze insights to shape the direction of the product.
Plan/lead/execute activities and projects through all phases. Create plans, determine teams, gather necessary resources and implement projects, report on progress and ensure successful conclusions.
Develop/maintain knowledge of products and services as well as changes and developments in the industry affecting work activities.
Mentor, train and coach others.
Manage staff, assign work, monitor activities, evaluate performance and manage escalated/critical issues.