Customer Experience (CX) Operations Manager

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.

What Makes This Role Exciting

• You’ll own operational programs that keep our CX engine running – everything from reporting and audits to platform optimization and process design.
• You’ll partner with leaders across CX, Product, Sales, Marketing, Finance, and IT to ensure operational readiness for new launches and initiatives.
• You’ll solve complex operational puzzles in a fast-paced, evolving environment, making data-driven decisions that improve quality and efficiency.

Key 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.

What You’ll Bring:

• 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.

Bonus Points For:

• 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.

What You Can Expect

• 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.

If you’re ready to make an impact by building operational systems that scale and improve customer outcomes, we’d love to hear from you!

About IDEXX Veterinary Software:

The right veterinary software is critical to operations, clinical outcomes, client relationships, and more. IDEXX offers the software and services—and partnerships—that practices of all types and sizes need to succeed. Dedicated, proactive support and training, plus unmatched integration, have made us an AAHA Preferred Provider of veterinary software—and the choice of more than 125,000 veterinary professionals.

IDEXX Veterinary Software manages the company’s ecosystem of practice management software solutions and applications. Our software makes the lives of veterinarians and their teams easier – which means they can spend more time caring for pets. The software group is a unique place within IDEXX – we have the pace and energy of a software organization combined with the people-centric culture of IDEXX.  You will work with genuinely nice people who are committed to making the world better for pets and those who care for them.

Why IDEXX? 

We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from disease. We have customers in over 175 countries and a global workforce of over 10,000 talented people.

So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery.   At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.

Let’s pursue what matters together!

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