Director, Customer Experience Strategy & Operations

The Director, CX Strategy and Operations is a strategic partner and chief of staff to the SVP, Customer Experience, serving as a right hand and trusted advisor. This role leads cross-company CX strategy initiatives, drives operational excellence, and steers strategic priorities with a strong focus on customer experience. The Director may manage a small team of project managers and analysts, enabling high-impact projects and data-driven decision-making across IDEXX globally.

Primary Duties and Responsibilities

Strategic Leadership

• Partners with the SVP, Customer Experience to define, communicate, and execute the customer experience strategy across IDEXX.
• Leads the development and implementation of strategic initiatives, ensuring alignment with organizational goals and customer-centric outcomes.
• Acts as chief of staff, managing executive priorities, preparing briefings, and facilitating ELT-level communications and decision-making.
  

Operational Excellence

• Directs business/function activities, providing resources and services to support company operations and customer experience objectives.
• Oversees the development of operating policies, procedures, and budgets for the Customer Experience organization in partnership with Human Resources and Finance partners, along with other members of CX leadership team.
• Drives process improvement and operational efficiency, leveraging data and analytics to identify opportunities and measure impact.

Cross-Functional Collaboration

• Builds strong relationships with leaders across departments, integrating cross-functional teams to deliver seamless customer experiences.
• Facilitates communication and alignment between business units, ensuring strategic initiatives are executed effectively.

Financial and Analytical Acumen

• Analyzes financial and operational data to inform strategy, track performance, and support executive decision-making.
• Develops and monitors key performance indicators for customer experience and operational initiatives.
• Leads financial modeling to support business cases, strategic planning, and resource allocation.

Team Leadership

• May manage, develop, and mentor a team of 1-3 project managers and analysts, fostering a culture of accountability, innovation, and continuous improvement.
• Assigns objectives, evaluates results, and supports professional growth.

Executive Support & Influence

• Prepares reports, presentations, and strategic recommendations for the SVP and ELT.
• Represents the SVP in meetings and communications as needed, influencing at all levels of the organization.
• Maintains knowledge of industry trends and best practices, participating in external forums as appropriate.

Customer Experience Focus

• Champions the voice of the customer in all strategic and operational decisions.
• Partners with key stakeholders to design and implement initiatives that enhance customer satisfaction and loyalty.

Education

• Bachelor's degree required; Master's degree or equivalent preferred.

Required Skills and Abilities

• Proven strategic leadership and operational management experience in a global, matrixed organization.
• Demonstrated ability to drive cross-company initiatives and influence at all levels, including executive leadership.
• Strong analytical and financial acumen; ability to interpret complex data and develop actionable insights.
• Advanced financial modeling skills.
• Exceptional communication skills, both verbal and written.
• Experience leading teams and developing talent.
• High integrity, authenticity, respect, and confidentiality.
• Advanced problem-solving and breakthrough thinking ability.
• Proficiency with Microsoft Office and business analytics tools.
• Ability to work collaboratively across multiple business units and geographies.
• Some travel required.
• Experience in strategy consulting or similar roles in public companies may be helpful.

Work Environment

• Westbrook, Maine office (hybrid); occasional travel and moderate office noise.

Why IDEXX?

We're proud of the work we do because our work matters. Every role at IDEXX contributes to enhancing the health and wellbeing of pets, people, and livestock. With over 10,000 global team members, customers in over 175 countries, and a fast-growing industry - we're always looking for motivated and inspiring people to join us.

We offer competitive compensation, incentives, and benefits. You'll be part of a double-digit growth company in a quickly growing market and we are leading the way forward with innovative products, services, and a strong focus on our customers.

Let's Pursue What Matters.

IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.