Head of Global Software Implementations

The Global Head of Software Implementations at IDEXX is responsible for overseeing the end-to-end delivery of software implementation projects across global markets. This role leads a multi-functional team consisting of regional managers with teams of project managers, virtual implementers, and traveling software trainers to ensure successful deployments and client satisfaction. The role requires strategic oversight, operational excellence, and team leadership to manage complex, multi-country implementations while ensuring scalability, efficiency, and high-quality service delivery.

• A world class customer experience is central to the operations delivery and will form a critical part of the Implementation Team’s focus.
• To support the delivery of world class customer experiences, the Head of Implementations will be required to support and enable leaders to dedicate time for professional development of their people at all levels within the organization.
• Operational activities across the team require commercially astute outcomes that appropriately balance customer, team and business needs. The Head of Implementations is accountable for concise and accurate reporting of critical operational outcomes (CSAT/NPS, placements, productivity, etc.), ensuring all stakeholders are informed in a timely manner.
• Throughout the group there is a need for the development of a collaborative environment that promotes innovation, high productivity and customer delight. This is required across regions and within individual regions.
• Based out of Frisco, TX office, this leader will be expected to be in the office most days of the week to promote in-person collaboration and Dallas-based team culture. Interactions should focus on better customer outcomes, new and efficient ways of working along with gaining maximum benefit from all IDEXX resources based in Dallas.

The Head of Implementations must positively lead people, helping them continue to evolve into one VetSoft team that is resilient as a group to the day-to-day challenges of changing customer expectations, product variability, staff resource and skills availability.

In this Role:

1.           Strategic Leadership

• Define and Execute Strategy – develop and implement the global strategy for software implementations, aligning with company goals for product adoption, client satisfaction, and operational efficiency.
• Global Resource Allocation – optimize the allocation of resources (project managers, implementers, and trainers) across different regions to meet client demands and project timelines.
• Collaboration with Leadership – work closely with the senior leadership team to ensure alignment with broader business objectives, sales forecasts and product development roadmaps.

2.           Team Management and Leadership

• Lead Multi-functional Teams – manage a global team of regional managers and team leads providing leadership, guidance, and support to ensure high performance and team morale.
• Talent Development – oversee recruitment, training, and development of team members to ensure they have the skills and knowledge necessary to deliver success.
• Performance Management – monitor and evaluate the performance of the team, providing coaching and feedback as necessary, and ensuring continuous improvement in service delivery.

3.           Project Management Oversight

• Project Portfolio Management - oversee a portfolio of global software implementation projects, ensuring they are delivered on time, within budget, and in line with client expectations.
• Risk Management – identify, manage, and mitigate risks associated with large-scale software deployments, including technical, operational, and resources-related challenges.
• Stakeholder Communication – act as the senior point of contact for clients during major projects, ensuring that any issues are escalated and resolved effectively.

4.           Software Implementation Process and Optimization

• Standardize Processes – develop and implement standardized global procedures methodologies and best practices for software implementation to ensure consistent and high-quality delivery.
• Customization and Scalability – ensure implementation processes can be tailored to meet the specific needs of clients across different regions, while maintaining scalabilities and efficiency.
• Continuous Improvement - use data-driven insights to continuously improve the software implementation process, optimizing team performance, reducing inefficiencies, and enhancing client outcomes.

5.           Client and Stakeholder Management

• Client Satisfaction – ensure a high level of client satisfaction through effect