Project Management, Manager - Veterinary Software

IDEXX is hiring for a Project Management, Manager for our Veterinary Software Division. This people leader is responsible for the day-to-day operations of our customer-facing software delivery Project Management Team. The role provides project management coaching to staff (including a mix of supervisory levels), assigning and balancing employee work across functional roles, evaluates and manages team to meet or exceed desired business results while exceeding customer expectations. 

This role will be hybrid onsite in our Westbrook, ME or Frisco, TX office. We are currently hybrid as we value in person connections.

Contributes to the development of team/department operating policies and procedures with a focus on continuous process improvement that ensures the highest level of customer experience within software implementation and client onboarding across our full solution portfolio. Inspires professional development of individuals under direct reporting lines and mentors’ performance of team as needed beyond reporting lines.

This role will include oversight of our full enterprise project delivery workstream and non-Corporate account portfolio moving bookings to placements while maintaining a series of shared leadership OKRs.

Role will have approximately 10-15 direct reports with an annual delivery volume of approximately 1,500+ projects across 22 products.

In the role of Project Management, Manager Veterinary Software:

• The role provides leadership to a project management team who focus on ensuring the delivery of high-quality software implementations (placements) to veterinary hospitals. This leader helps ensure our projects run on time, within the contracted scope, and within budget, across 22 SaaS products, responsible for both independently owned and corporate-owned customer segments. Ensuring ongoing customer satisfaction is maintained or exceeded.

• You will manage staff and/or supervisors, assigning work, monitoring activities, and evaluating performance of individuals and team(s) with a goal to cultivate and maintain a high performing customer facing PMO.  Administers employment actions, provide coaching and guidance to staff, and promote staff training and development. Supports the development of team/department policies, and procedures.

• In some instances, may be responsible for project/program delivery without subordinate supervisors/staff.

• Manage or provide guidance on escalated or critical issues with clients or within functional role(s). You will communicate with other related departments to coordinate work and resolve issues as needed.

• This role is in partnership with several functional leaders to align and deliver world class software implementation and customer onboarding for the business. You will work closely with leaders from Sales, Conversions Department, Training and Product Developers to drive results that achieve customer, team, and business goals.

• You will identify and implement strategies and efficiencies to enhance customer experience and align with business operations. Providing internal and/or external customer feedback in teams related to new or ongoing project work and other areas as needed.

• You will lead/contribute to process/other improvements based on evaluation of existing procedures and business needs. Utilize data, metrics, and system tools to ensure efficiency and to maximize customer experience. Identifies problems, obstacles and opportunities and proactively acts to address issues. Strives for continuous improvement.

• You will prepare reports and other information summarizing work activities and reports results to peer groups as well as senior management. Prepares various analyses as needed to highlight issues and resolve questions.

What It Takes to Succeed:

• You will have 3+ years’ experience with Project Management, with preference given to candidates with SaaS industry or prior PMO Leadership.

• You will have the ability to organize, prioritize and direct work activities in a fast-paced environment. This role requires relentless triage, situational adaptability, and ability to navigate/lead change with a positive attitude as key competencies for success.

• You will possess leadership skills and ability with a minimum of 3 years’ people leadership experience. You will Manage typically moderate-size and/or complex team(s) and solution delivery.

• You will possess a strong business acumen, with software deployment (onboarding, implementation) or veterinary practice business operations preferred.

• You will possess excellent customer service and business relationship-building skills required. This position often works with c-suite