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Engineering & Platforms Director - HR Technology
CVS Health
Boise, ID
…and shaping HR Technology platforms. In this role, you will lead the strategy, design, and operational excellence of our multi-cloud infrastructure, DevOps and Internal platforms. You will…
Added just now
Lead Solutions Architect - HR Technology & AI
CVS Health
Boise, ID
The Lead Solutions Architect will design and develop HR Technology domain architecture (integrated process, applications, data and technology) solutions to business problems in alignment…
Added just now
Senior Cybersecurity Architect (Cloud)
Amentum
Boise, ID
Lead focused design reviews and threat modeling for new services, major changes, and higher-risk use cases, then help implement the approved approach.
Added just now
IT Category Buyer
Amentum
Boise, ID
…capability to achieve cost reduction, supplier consolidation, lead-time reduction, and supplier quality…
Added just now
Integrations Program Manager
Meta
Boise, ID
Meta is seeking an Integrations Program Manager to lead complex, cross-functional integration programs that connect Meta's products, platforms, and operations at scale. In this role, you…
Added just now
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Solution Architect – Agentic AI
Cognizant
Boise, ID
- $116,000 to $180,000 USD / year
Lead the technical strategy for Agentic AI adoption across the software development lifecycle and business domains.
Added 1 min ago
HN
Information Technology Specialist (Security)
Headquarters, NASA
Washington, DC
- $143,913 to $187,093 USD / year
…security controls, and secure integration of new technologies. | Lead evaluations of information system security features; develop certification and accreditation plans; document…
Added 5 mins ago
Staff Software Development Engineer – iOS
CVS Health
Remote, United States
Lead the design, implementation, and maintenance of integrations with Apple HealthKit, enabling secure collection, synchronization, and management of health and wellness data
Added 5 mins ago
Store Crew
7-Eleven
Gallup, NM
…stores and communities every day. If you're ready to grow, lead and make a difference, come join our team and help shape the future of…
Added 5 mins ago
Store Crew
7-Eleven
Hobbs, NM
…stores and communities every day. If you're ready to grow, lead and make a difference, come join our team and help shape the future of…
Added 5 mins ago
Store Crew
7-Eleven
Farmington, NM
…stores and communities every day. If you're ready to grow, lead and make a difference, come join our team and help shape the future of…
Added 6 mins ago
Activity Security Representative (ASR) I
General Dynamics Information Technology
Albuquerque, NM
…Sensitive Compartmented Information (SCI) and Special Access Program (SAP)…
Added 6 mins ago
Lead Director - Network and Data Center Engineering
CVS Health
Santa Fe, NM
The Lead Director, AI Network & Data Center Engineering is responsible for leading the strategy, design, and delivery of the organization’s network infrastructure supporting enterprise…
Added 6 mins ago
Software Engineer, Systems ML
Meta
Santa Fe, NM
Lead technical design reviews and contribute to engineering standards for ML systems across the organization
Added 6 mins ago
AT
Manager Site Reliability Engineering
Akamai Technologies, Inc.
Santa Fe, NM
- $151,800 to $273,200 USD / year
In this role, you will lead the engineering of foundational physical and virtual Linux platforms for Akamai Cloud. HIVE builds and maintains the hardware and software platform…
Added 6 mins ago
C
Solution Architect – Agentic AI
Cognizant
Santa Fe, NM
- $116,000 to $180,000 USD / year
Lead the technical strategy for Agentic AI adoption across the software development lifecycle and business domains.
Added 6 mins ago
IT Category Buyer
Amentum
Santa Fe, NM
…capability to achieve cost reduction, supplier consolidation, lead-time reduction, and supplier quality…
Added 6 mins ago
Engineering & Platforms Director - HR Technology
CVS Health
Santa Fe, NM
…and shaping HR Technology platforms. In this role, you will lead the strategy, design, and operational excellence of our multi-cloud infrastructure, DevOps and Internal platforms. You will…
Added 6 mins ago
Lead Solutions Architect - HR Technology & AI
CVS Health
Santa Fe, NM
The Lead Solutions Architect will design and develop HR Technology domain architecture (integrated process, applications, data and technology) solutions to business problems in alignment…
Added 6 mins ago
Integrations Program Manager
Meta
Santa Fe, NM
Meta is seeking an Integrations Program Manager to lead complex, cross-functional integration programs that connect Meta's products, platforms, and operations at scale. In this role, you…
Added 6 mins ago
Senior Cybersecurity Architect (Cloud)
Amentum
Santa Fe, NM
Lead focused design reviews and threat modeling for new services, major changes, and higher-risk use cases, then help implement the approved approach.
Added 9 mins ago
FL
Lead Law Enforcement Specialist (Driver Instructor)
Federal Law Enforcement Training Centers
Glynco, GA
- $106,437 to $138,370 USD / year
The primary purpose of this position is to serve as a lead instructor, subject-matter expert, and program/course developer in the assigned course areas of law enforcement.Typical duties…
Added 9 mins ago
TS
Transportation Security Officer
Transportation Security Administration
Greenville, NC
- $46,105 to $56,844 USD / year
…risk-based security screening protocols that vary based on program…
Added 11 mins ago
Director, Media and Social
United Services Automobile Asn
Charlotte, NC
Help lead social media for a brand that exists to serve the military community. At USAA, your work will reach millions of military members, veterans, and their families. You'll help define…
Added 12 mins ago
Sr. Software Engineer II - Sensor, Linux Guardian (Hybrid)
CrowdStrike, Inc.
Redmond, WA · NY · Austin, TX · Sunnyvale, CA
Drive technical proposals and design docs; lead design reviews for your area and provide substantive review feedback that raises the bar for the whole team

IDEXX Distribution, Inc.

Director, Software Support

Westbrook, ME, United States

Salary range starting at $ 200,000 based on experience

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Job details

Pay: Salary range starting at $ 200,000 based on experience
Posting language: English
Posted: Nov 2, 2026

Original job description

The IDEXX Customer and Technical Support organization is hiring a new Support leader! This dynamic position of Director, Software Support sets the strategic direction and leads the operations of the global teams that support the needs of our Veterinary Practice Software customers.

This position is responsible for understanding the current and future needs of our customers and our internal Line of Business partners, and developing and executing strategies to improve customer satisfaction with the lowest-effort customer experience possible. This leader will oversee a large, global organization made up of multiple teams and components, working with and through a team of leaders to deliver a consistent and constantly improving customer experience. Designing for the customer experience is a top priority for this role, at every point in the customer journey.

In the role of Director, Software Support:

You will make designing for the customer experience a top priority at every point in the customer journey, from first contact through ongoing use of our products, and hold your teams, tools, and partners to that standard
You will be part of a Global Customer and Technical Support Organization and work as a peer with leaders of support teams for other product areas and in other global regions, aligning on standards, metrics, and escalation paths
You will lead the global support organization for our Veterinary Practice Software customers, with teams in EMEA, ANZ, and North America, working through subordinate leaders to set objectives, evaluate performance, and support their personal and professional development
You will set the strategy and operating plan for software support, with strategies and efficiencies that enhance both our customer and employee experiences
You will build a leadership bench through coaching, development, and succession planning
You will identify problems, obstacles, and opportunities and lead process improvements based on the evaluation of existing procedures and business needs, with a focus on continuous improvement
You will own the technology and tools strategy for support, ensuring the most efficient use of our tools while evaluating new tools, including self-service and AI-assisted capabilities, to reduce the effort of our customers and employees
You will own attainment of operational targets, using data, metrics, and system tools to maximize efficiency and customer experience, and move quickly when results drift off plan
You will partner closely with our Software product and business leaders to create a frictionless customer experience, reduce the need for customer contacts at their source through product improvements and self-serve options, and develop and execute short- and long-term product strategies that meet evolving customer needs and leverage our technology investments
You will lead the organization through change as our products evolve and our business grows
You will continually assess organizational structure and service models for global opportunities, taking into account language, time zone, and regional differences
You will own the function’s budget and financial commitments, ensuring staffing and resources are in place to deliver the plan
You will engage with our largest customers on escalations and business reviews, and hold key vendor and outsourced partners accountable to their commitments
You will prepare and deliver reporting that summarizes performance, surfaces risk, and sets direction for peer groups and senior management

What you need to succeed:

Significant prior leadership experience in a contact center or support organization that supports customer software or SaaS products, including leading through subordinate managers across multiple teams and regions
Demonstrated ability to lead teams and organizations through change, with situational leadership and conflict management skills
Ability to influence and motivate extended teams to drive business objectives and to lead without authority, with strong negotiation and persuasion skills
Ability to build strong relationships with customers and colleagues and to work with all levels internally and externally
Business/financial acumen, with experience owning a functional budget and bottom-line responsibility
Ability to work collaboratively in a matrix environment and as a peer with global and regional counterparts across geographies and time zones
Technical aptitude (including medical field, life science, veterinary)
Strong knowledge of business needs, with the ability to establish customer trust and confidence while managing constructive conflict with partners
Ability to build and execute business plans and programs and drive results at scale
Ability to assess the marketplace, customer needs, and the implications of quarterly/annual goal attainment and marketing and sales programs, and to model and design complex solutions
Excellent written and verbal communication and presentation skills, including the ability to present to large audiences and to explain information in a way that builds rapport, persuades others, and gains understanding
Ability to design for the customer experience at every point in the customer journey, understand customer needs, use support data to influence product and business decisions, and recommend strategies for continuous improvement
Strong people development, performance management, and organizational design skills, with a track record of growing leaders and the ability to plan for the needs of our people, including systems, tools, and development opportunities
This is an onsite position with the expectation to be onsite 4-5 days per week in Westbrook, Maine.

What you can expect from us:

Salary range starting at $ 200,000 based on experience
Opportunity for annual cash bonus & annual equity awards
Health / Dental / Vision Benefits Day-One
5% matching 401k
Additional benefits including but not limited to financial support, pet insurance, mental health resources, volunteer paid days off, employee stock program, foundation donation matching, and much more

Travel:

Up to 20% travel is required, including to support teams in EMEA, ANZ, and North America and key customers

Location:

Westbrook, ME

Why IDEXX We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve since 1983, our team members help pet owners worldwide keep their companion animals healthy and happy, ensure safe drinking water for billions, and help farmers protect livestock and poultry from disease. We have customers in over 175 countries and a collaborative global workforce. Our culture embraces challenges and encourages learning and discovery. At IDEXX, you’ll be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement. If meaningful work and a sense of purpose are at the top of your list, you’ll find it here. Let’s pursue what matters together.

EEO Statement 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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More about this job

Skills

Technical support
Customer experience
Leadership
Coaching
Process improvement
Reporting
Lead a team
Conflict management
Negotiation
Financial capability
Business knowledge
Sales
Communication skills
Presentation skills
Performance management
Mental health

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