Senior Product Experience Manager I

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.

To succeed in this role, you will need:

• 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.

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 diseases. 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.

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.