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 effective communication, timely delivery, and quality implementations that meet or exceed client expectations
• Customized Solutions - work with clients to understand their unique needs and ensure that the implementations teams customize software setup and training accordingly.
• Post-implementation Support - ensure smooth transition from implementation to support, establishing systems for effective post-deployment assistance.

6. Budget and Financial Oversight

• Budget Management - oversee the global implementation budget, including managing costs related to staff, travel, and project expenses, ensuring efficient use of resources and adherence to budget constraints.
• Cost Optimization - identify opportunities to reduce costs without compromising the quality of the implementation or client satisfaction.
• Travel Logistics and Coordination - oversee traveling trainers and travel coordination.

7. Cross-Functional Collaboration

• Internal Collaboration - work closely with sales, product, engineering, and customer support teams to ensure that software is delivered according to client specifications and that any issues are resolved quickly
• Feedback Loop - establish a feedback loop with product teams to improve software features and functionality based on insights gained during implementations.

What do you need to succeed?

• 4 Year Degree or Equivalent. Advanced Degree Preferred
• 10-15+ years' related work experience in Software Implementation Leadership, which includes 10+ years' successful leadership/Managerial experience, with in-depth operations and deployment experience in customer technology areas
• Leadership - proven experience leading large, multi-functional global teams with strong leadership and people management skills
• Project Management - extensive experience in project management, with the ability to oversee multiple large-scale software implementation projects across various regions
• Technical Expertise - strong understanding of software architecture integration processes, and deployment methods, with the ability to troubleshoot and guide teams through technical challenges
• Client Relationship Management - strong interpersonal and communication skills to manage clients and internal stakeholders effectively
• Process Improvement - experience with process optimization, continuous improvement methodologies, and scaling operations globally
• Travel Management - experience managing teams of traveling professionals, with a focus on coordinating international logistics efficiently
• Budget Management - experience in managing global budgets and ensuring cost-efficient delivery

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.

So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery. At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.

Let's pursue what matters together.

IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBT 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.

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