Senior Delivery Lead, CX Billing and Self Service

Joining our team at IDEXX, means being at the forefront of a significant transformation initiative that will redefine our customer experience and operational efficiency. We offer a dynamic, supportive environment where innovation, agility, and collaboration are valued. Embark on this exciting journey with us as we strive for excellence in reshaping our Billing & Self-Service platforms and delivering unparalleled customer satisfaction.

We are looking for a Senior Delivery Lead to spearhead a pioneering, enterprise-level initiative designed to fundamentally transform our Billing & Self-Service customer experience.

This pivotal role is not just about possessing a deep understanding of program design and strategic vision; it requires a leader who embodies flexibility and agility, capable of navigating the multifaceted challenges and evolving demands of a significant enterprise transformation.

The ideal candidate will excel in a dynamic environment, demonstrating unparalleled adaptability and collaborative spirit, working across a highly matrixed enterprise and in unison with IT PMO partners, a comprehensive Product Management team, and cross-functional agile delivery squads. Through your guidance, we aim to drive transformation, exceed ambitious objectives, and pave the way for innovative advancements in our services and customer experience.

In this role…

• Work in close partnership with Transformation Lead, focusing on radically overhauling the Billing & Self-Service customer experience and backend infrastructure. Demonstrates strategic foresight in program planning, ensuring alignment with business objectives and KPIs. Manages the entire lifecycle from sizing and scoping to implementation, closure, and handoff to support, ensuring successful program completion and customer satisfaction.
• Agility and Flexibility: Embraces a flexible, agile approach to program management, ready to lean in and adjust strategies based on the changing requirements of the enterprise and program. Avoids rigidity in practices, promoting innovation and adaptive problem-solving.
• Collaboration with Product Management and Delivery Teams: Works closely with a comprehensive Product Management team and cross-functional delivery squad, ensuring cohesive efforts and integration of program initiatives with product development and operational goals. Coordinates activities and ensures effective communication across teams, fostering a collaborative work environment.
• Stakeholder Management and Communication: Effectively prioritizes and manages relationships with high-level stakeholders, balancing competing objectives to achieve overarching business goals. Leads meetings and participant communications to drive decisions and action items, ensuring seamless coordination and transparent communication across various teams.
• Global Impact and Compliance: Oversees programs with significant global impact, engaging multiple business areas. Ensures program scoping, budgeting, planning, and staffing align with strategic business objectives and comply with regulatory standards. Manages programs that may have global impact and involve multiple business areas, ensuring program plans meet strategic objectives and documentation meets regulatory requirements.
• Leadership and Team Management: Provides inspirational leadership, guiding teams through complex challenges while encouraging innovation and operational excellence. Oversees staff, assigning tasks, monitoring progress, and evaluating performance. Provides regular reports and program status updates to management, stakeholders, and others, highlighting successes, concerns, milestones, resolved issues, and other important information.
• Industry and Company Knowledge: Maintains knowledge of Company products and services, program management methodologies, and changes and developments in the industry affecting work activities. May participate in outside industry groups and forums related to business activities.

What you will need to succeed…

• 7-10+ years of experience leading large, multi-dimensional, complex technology projects with proven experience in guiding enterprise-level programs. Significant involvement in digital and Agile transformation efforts is highly valued.
• You possess a demonstrated ability to adapt and excel in a dynamic, fast-paced environment, showing flexibility in methodologies and approaches. You are adept at adjusting your role to meet the needs of the situation, whether as a project manager, scrum master, or program manager.
• You excel at developing processes and standardizing operational workflows, adeptly identifying challenges and strategically influencing procedures and policies.
• Extensive experience working collaboratively with Product Management teams and agile delivery squads, driving results and fostering a culture of