Veterinary Support Operations Leader

2 weeks ago

Frisco, Texas, United States IDEXX Laboratories Full time

Are you passionate about empowering others and enhancing operational processes? Do you want to make a significant contribution to the veterinary sector through innovative software solutions? We are seeking a Veterinary Support Operations Leader to become an integral part of our expanding Support team.

This position operates in a hybrid model, requiring presence at our office three days a week.

As our customer base continues to grow, we need a dedicated leader to guide a team of 6-8 Support Specialists. Your role will involve onboarding new team members, providing coaching and individualized support, and fostering professional growth within your team. You will also focus on assessing and enhancing the operational efficiency and success of your unit. By aligning team objectives with departmental KPIs, you will review ticket responses and evaluate call interactions to mentor your team in delivering exceptional customer service. We are looking for a creative thinker who can proactively identify and implement process improvements.

Key Responsibilities:

  • Actively manage daily operations to ensure the team meets their goals.
  • Handle escalations effectively, guiding your team to achieve the best outcomes for our customers.
  • Stay updated on product knowledge to manage frequent updates and changes.
  • Serve as a customer advocate, addressing product issues that affect our clients by collaborating with relevant service lines.
Qualifications:
  • Exceptional organizational and administrative skills.
  • Demonstrated experience in team leadership.
  • Strong background in customer service with meticulous attention to detail.
  • Ability to manage challenging customer interactions and high-pressure situations.
  • Interest in strategic growth with a focus on operational excellence.
  • High energy, enthusiasm, and a solutions-oriented mindset.
  • Understanding of KPIs and the ability to translate them into actionable team goals.
  • Capacity to manage multiple tasks under tight deadlines.
  • Excellent communication skills, both verbal and written.
  • Experience in SaaS or the veterinary market is a plus.
What We Offer:
  • Potential for annual cash bonuses.
  • Comprehensive health, dental, and vision benefits from day one.
  • 5% matching 401k plan.
  • A range of additional benefits, including financial support, pet insurance, mental health resources, volunteer paid days off, employee stock program, and more.
If you are looking for a role that challenges you while contributing to a vital industry, we would love to hear from you.

About IDEXX:

At IDEXX, we take pride in our impactful work. As an innovation leader across various industries, we adhere to our Purpose and Guiding Principles to support pet owners in maintaining the health of their companion animals, ensuring safe drinking water, and helping farmers protect livestock from disease. With a presence in over 175 countries and a workforce exceeding 10,000 talented individuals, we are committed to fostering a positive and respectful work culture that embraces challenges and promotes learning and discovery.

Join us in pursuing what matters.

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