Senior Product Manager, Global Laboratory Digital Customer Experience

Join an innovative and customer-centric team focused on delivering a next generation, global digital customer experience that improves workflow, productivity and customer experience.  We’re looking for an experienced product leader, who has a passion for leading a team that is responsible for improving the end-users’ laboratory experience. This leader will have a proven track record in leading a team in digital product transformation. 

You will play a crucial role in the oversight and strategic direction for a digital laboratory workflow that automates customer processes.  This role involves cross-functional collaboration and leadership in digital innovation and customer engagement practices.

As an expert on how customers interact with products, you will lead a team focused on developing and implementing a vision through comprehensive digital customer experience strategies. In this role you will work closely with business stakeholders across the organization to develop and execute plans aimed at improving the overall experience for veterinary professionals and in turn, improving the health and experience for their clients and pets. 

In this role:

• Develop and implement a comprehensive, global digital customer experience vision
• Manage team working cross-functionally to enhance digital platforms, ensuring a seamless and integrated digital customer journey
• Influence overall business strategy through impactful insights and analytics
• Analyze customer feedback, digital analytics data and operational metrics to build an enhancement roadmap
• Lead team in understanding customer needs and translating them into business requirements and effective solutions.
• Utilize data, metrics and system tools to ensure efficiency and to maximize customer experience.
• Oversee the design and execution of digital customer experience projects, ensuring they meet business objectives and timelines
• Enhance customer satisfaction and retention by optimizing digital touchpoints
• Align vision and digital customer experience with overall business objectives to support growth
• Advocate for customer-centric approaches in product development and business processes
• Foster a culture of innovation and continuous improvement within the team.
• Lead, mentor, and develop the team to support product and organizational goals
• Lead and participate in executive meetings
• Encourage a culture of experimentation and adaptability in responding to digital trends and customer needs
• Identifies and implements strategies and efficiencies to enhance customer experience and align with business operations.
• Prepares reports and other information summarizing activities and reports results to peer groups as well as senior management.
• Provides internal and/or external customer feedback and leads/participates in teams related to new or ongoing project work in other areas as needed.
• Performs other duties as assigned.

To succeed in this role, you will need:

• Innovative mindset with a focus on customer-centric solutions
• Extensive experience in developing and implementing product vision and strategies
• To make informed, strategic decisions to support progress of digital customer experience initiatives.
• To create business cases to support initiatives
• To evaluate and recommend investments in technology and resources for enhancing the digital customer experience
• Communicate effectively with all levels of the organization and external stakeholders
• To communicate with other related departments to drive consensus, coordinate work, resolve issues and action across teams
• Strive for continuous improvement.
• To prepares various analyses as needed to highlight issues and resolve questions.
• Strong leadership and people management skills
• To identify problems, obstacles and opportunities and proactively act to address issues.
• Excellent analytical and problem-solving abilities
• Effective communication and stakeholder management skills
• Adhere to and models the IDEXX Purpose & Guiding Principles.

EDUCATION:

• Bachelors degree or equivalent combination of education and experience required.
• Masters degree or equivalent preferred.

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.

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