Veterinary Software Project Management - Manager II

IDEXX is hiring for a Veterinary Software Project Management, Manager II. 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 Frisco, TX or Westbrook Maine office. We are currently hybrid but we value in person connections. This role is not open to remote.

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.

• 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.

• 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 clients and will require executive presence, ability to influence without authority, and possess excellent communication skills, both verbal and written.

• You will possess reasoning, problem solving and analytical skills to resolve issues.

• You will have exceptional experience with personal computer skills, including Microsoft Office, and other cloud-based systems.

• You will Manage typically moderate-size and/or complex team(s) and solution delivery.

• You have experience being accountable for the performance and results of a team(s) within own discipline or function.

• You will adapt departmental plans and priorities to address resource and operational challenges to meet or exceed placement goals.

• Objectives for assigned unit/group/area/function/program defined by upper management.

• Latitude to make decisions to achieve defined goals.

• Failure to achieve objectives will have significant impact on unit and the organization.

• Resolves issues and contributes to unit/group/area/function/program development.

• Decisions are guided by policies, procedures and business plan; receives guidance from manager. Makes decisions based on unit objectives, as well as company policies and procedures.

• You will address issues with impact beyond own team based on knowledge of related disciplines.

What you can expect from us

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, LGBTQ+ 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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