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Associate Director, Digital Service

2 months ago

Westbrook, Maine, United States IDEXX Full time

As the Associate Director, Digital Service & Support Product Manager, you will be responsible for the strategic direction to provide our customers with a transformational, digitally enabled experience. You will deliver against the objective to meet the customer where, when, and how they want to be served 100% of the time.

You will collaborate across the enterprise to deploy multiple digital, personalized, and self-service support options to complement our existing high-touch call center capabilities. Customers will benefit from immediate support, multi-device/multi-channel access, improved in-product resolution and reduced disruptions to their workflows. These benefits will make IDEXX easier to do business with and result in more time focused on patient care.

This role is ideal for an individual with experience in digital service and support transformation, demonstrated leadership in managing comprehensive digital product strategies, the ability to navigate a complex organization, and excellent communication and collaboration skills.

In this role, you will

  • You will lead the strategic direction, design, and implementation of our digital service and support strategy, ensuring alignment with our overall business strategy and the IDEXX mission to enhance customer experience and market competitiveness.
  • You will develop and implement a comprehensive digital product strategy and build a comprehensive product roadmap that addresses customer needs and pain points
  • You will partner with cross-functional teams to ensure product-market fit and alignment with an enhanced customer experience and company objectives. You will ensure customer service and support needs are prioritized across functions.
  • You will lead teams, setting clear goals, managing project loads, and ensuring timely delivery of product initiatives.
  • You will ensure the customer is the focal point of all decisions with a bias toward action to improve the experience for the customer; driven to excel and deliver results consistently.
  • You will translate business strategy and analysis into consumer facing digital products.
  • You will embed into products deep understanding of our business ecosystem, business user behaviors, consumer behaviors with a focus on step-change and growth.
  • You will possess sufficient technological understanding to assess feasibility, align on the product design and deployment model, and make decisions on technology in partnership with technical teams.
  • You will own and drive the support digital and AI portfolio, delivering updates to all levels of the organization including senior management.
  • You will leverage insights, metrics, and system tools to shape the direction of our strategy, identify opportunities and prioritize efforts. You will identify obstacles and proactively act to address issues and strive for continuous improvement.
  • 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

  • Proven experience in digital support transformation, digital product management, and implementation.
  • Proven experience in a global customer support or customer experience environment.
  • Strong experience in digital channel strategy, implementation, and deployment.
  • Demonstrated leadership in managing comprehensive digital product strategies.
  • Strong communication skills with an ability to successfully navigate a complex organization and generate and maintain buy-in for ideas and plans.
  • Strong technical acumen, with demonstrated ability to partner effectively with product lines, designers, UX, and data science.
  • Experienced in being part of an implementation team and or product transformations dealing with complexity.
  • Experience in one or more agile methodologies and practices (Lean, Kanban, XP, TDD, CI), and how they can be applied in a product development/program delivery environment.
  • Strong communication, facilitation, and negotiation skills.
  • Highly skilled in large-scale enterprise change projects & programs.
  • Ability to shape strong presentations and narratives that influence change.
  • Ability to organize, prioritize and direct work activities.
  • General business knowledge, including specific knowledge of businesses supported.
  • Excellent business relationship-building and communication skills.
  • Excellent reasoning, problem solving, and analytical skills.
  • Project management skills and abilities.

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.

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.

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