The Director, CX Strategy and Operations is a strategic partner and chief of staff to the SVP, Customer Experience, this role is a trusted advisor and key driver of transformative initiatives that shape IDEXX’s global customer experience. You will ensure the voice of the customer is at the heart of our strategy while fostering organizational alignment, operational excellence, and scalable impact across our worldwide footprint.
You will lead cross-company CX strategy initiatives, steer strategic priorities, and champion operational excellence with a strong focus on delivering exceptional customer experiences. The Director may also manage a small team of project managers and analysts, enabling high-impact projects and data-driven decision-making across IDEXX globally.
Primary Duties & Responsibilities
Strategic Leadership & Customer Experience
- Partner with the SVP to define and execute the customer experience strategy across the IDEXX.
- Lead cross-company CX initiatives that deliver measurable impact on customer satisfaction, retention, and operational performance.
- Develop and monitor CX performance metrics and dashboards, ensuring insights translate into action.
- Champion the voice of the customer, embedding customer-centric thinking into strategic priorities, policies, and daily operations.
- Stay current on industry trends, benchmarking IDEXX against best-in-class customer experience practices.
Executive Partnership & Strategic Support
- Act as a trusted partner to the SVP, managing executive priorities, preparing briefings, and enabling effective ELT-level communication.
- Serve as a key connector across the CX leadership team, ensuring focus, alignment, and follow-through on strategic commitments.
- Represent the SVP in select forums and leadership discussions, providing continuity of leadership presence.
- Anticipate and proactively resolve challenges, offering insights and recommendations to support effective executive decision-making.
Operational Excellence & Cross-Functional Collaboration
- Partner with Finance, HR, and other stakeholders to develop and manage operating policies, budgets, and resource plans for the CX organization.
- Drive process improvements that enhance scalability, efficiency, and the customer experience.
- Build strong relationships across IDEXX business units to align priorities and deliver seamless customer experiences.
Financial & Analytical Acumen
- Analyze complex financial and operational data to guide decision-making and resource allocation.
- Lead financial modeling and business case development to support investments in customer experience and operational initiatives.
- Establish measurable KPIs to track success and ensure accountability.
Team Leadership
- Recruit, develop, and mentor a small team (1–3 project managers and analysts) to deliver against high-priority initiatives.
- Foster a culture of innovation, accountability, and continuous improvement within the CX function.
Education & Qualifications
Bachelor’s degree required; Master’s degree (MBA or equivalent) preferred.
Required Skills and Abilities
- Proven track record in CX strategy, operations, or transformation roles within a global, matrixed organization.
- Demonstrated ability to influence senior executives and drive cross-company change.
- Strong financial and analytical acumen, including advanced modeling skills.
- Exceptional written and verbal communication, including executive presentation skills.
- Experience leading and developing high-performing teams.
- High integrity, authenticity, and ability to handle sensitive information with discretion.
- Proficiency with Microsoft Office and business analytics tools.
- Prior experience in strategy consulting, corporate strategy, or executive advisory roles is highly valuable.
- Some travel required.
Work Environment
- Hybrid role based in Westbrook, Maine with periodic travel.
- Office environment with moderate noise level.
Why IDEXX?
We’re proud of the work we do because our work matters. Every role at IDEXX contributes to enhancing the health and wellbeing of pets, people, and livestock. With over 10,000 global team members, customers in over 175 countries, and a fast-growing industry - we’re always looking for motivated and inspiring people to join us.
We offer competitive compensation, incentives, and benefits. You’ll be part of a double-digit growth company in a quickly growing market and we are leading the way forward with innovative products, services, and a strong focus on our customers.
Let’s Pursue What Matters.
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.
Top Skills
What We Do
10,000 people, one global focus - enhancing the health and well-being of pets, people, and livestock
We are passionate about what we do at IDEXX – and why wouldn’t we be? When you’re working to raise the standard of care for pets, make drinking water safe for billions and keep our livestock population around the globe healthy and free of disease, it’s no wonder that what we do each day is more than just a job. There’s an energy across IDEXX that is contagious – where caring and committed people come together to make things better.
IDEXX Laboratories, Inc. (NASDAQ: IDXX), a member of the S&P 500, is a leader in pet healthcare innovation, serving practicing veterinarians around the world with a broad range of diagnostic and information technology-based products and services. Headquartered in southern Maine, we conduct operations through more than 70 locations around the world and serve customers in over 175 countries.
Our primary business focuses on pet health, a growing market around the world. Our products —in-clinic diagnostic tests and instrumentation, reference laboratory and telemedicine consultation services, and practice management software—enhance the ability of veterinarians to provide advanced medical care, improve staff efficiency and to build more economically successful practices.
We also develop and manufacture diagnostic tests and information for the global production animal industry, including poultry and livestock, as well as tests for the quality and safety of water and milk.
Please visit our website, IDEXX.com/careers, for further information and to view all of our job opportunities.
