As the Director, Transformation Strategy, you will be responsible for setting 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 design 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.  
 

What You Will Need to Succeed:

The ability to work on-site in Westbrook, Maine

Experience in digital service and support transformation strategy

Demonstrated executive leadership in managing comprehensive digital product strategies

The ability to navigate a complex organization

Excellent communication and collaboration skills

In This Role:

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 work with third party consultants and IDEXX senior and executive leaders to develop a digital product go to market strategy and build a comprehensive implementation plan to address customer needs and pain points

You will influence and guide cross-functional teams and senior and executive leaders 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 deliverables against corporate level goals. 

You will ensure the customer is the focal point of all decisions with a bias toward action to improve the experience for the customer

You will regularly update the IDEXX Executive Leadership Team on progress against the strategy, ensuring their support and direction for the strategic imperatives.

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 ensure the team leverages insights, metrics, and system tools to shape the direction of our strategy, identify opportunities and prioritize efforts.  You will ensure obstacles are identified early and proactively and ensure they are removed.

You will develop/maintain knowledge of products and services as well as changes and developments in the industry affecting work activities. 

You will mentor, lead and coach others. You may manage staff, assign work, monitor activities, evaluate performance and manage escalated/critical issues. 

If you’re looking for a role that’ll challenge you, offer a variety of work and learning, while helping an amazing industry, we’d love to hear from you! 

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 disease. 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. 

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