Software Customer Experience; CX Operations Manager

IDEXX Veterinary Software is looking for an experienced Software
Customer Experience (
CX) Operations Manager
to lead operational excellence across a global CX organization that supports thousands of veterinary practices worldwide.

Are you passionate about building systems and processes that scale? Keep reading...

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.

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

• 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.

• 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.

• Manage and coach the CX Systems Administrator.
• Serve as business lead for platforms like GUIDEcx, Gong, Gainsight, and Customer Gauge.
• Drive system integrations, automation, continuous improvement, and usability enhancements.

• 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.

• 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.

• Act as a connector between CX and key partners to ensure operational readiness.
• Facilitate knowledge sharing and process alignment across global teams.

• 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.

• 5+ years in customer operations, implementation delivery, or service enablement in a tech environment.
• Technical experience
  - Systems Admin, Software Testing, Software Development, or similar
• 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…