Senior Product Operations Manager, Vello

Product Operations Manager

IDEXX is seeking a passionate and experienced Product Operations Manager to champion service excellence across our Vello product team. In this role, you'll be the operational backbone, driving how we plan, launch, and continuously improve our software offerings.

You'll lead cross-functional coordination through pre-launch, launch, and post-launch phases, manage customer escalations with urgency and empathy, and partner closely with Product Managers to ensure they remain focused on roadmap delivery. Your work will directly enhance the quality, reliability, and impact of every release by ensuring our teams are aligned, our processes are efficient, and our customers are supported.

Our software business is undergoing a dynamic transformation. What began as tools supporting diagnostics has evolved into a platform that powers tens of thousands of veterinary practices and connects millions of pet owners to care. Software now sits at the heart of the veterinary workflow, and this role ensures that engine runs smoothly, with clear planning, responsive support, fast feedback loops, and consistent execution that elevates the customer experience.

In this role:

As a Vello Product Operations Manager at IDEXX, you will lead the operational rhythm of the product team. You'll ensure seamless execution of releases, manage customer escalation processes with a service-first mindset, and drive alignment across Product, Engineering, Support, Customer Success, and Documentation. Your goal: improve predictability, quality, and speed of delivery while enabling Product Managers to focus on innovation and roadmap execution.

Key Responsibilities:

• Customer Escalation Management: Partner with Tier 2 Support to triage and resolve escalations, coordinate root cause analysis, and feed actionable insights back into product and service improvements.
• Cross-Functional Coordination: Orchestrate collaboration across Product, Support, Product Marketing and Documentation to ensure readiness and alignment for releases and portfolio milestones, partnering with Program Management counterparts.
• Release & Launch Readiness: Oversee release planning and execution, helping all teams stay aligned and ensuring deliverables are met to support a smooth rollout, and customer experience, partnering closely with your Product Marketing and Success counterparts.
• Process & Tooling Optimization: Standardize workflows, dashboards, and templates to improve visibility, efficiency, and responsiveness.

What you need to succeed:

• 5+ years in Product Operations, Program Management, or a related role in a software environment.
• Strong cross-functional collaboration skills and the ability to influence without authority.
• Experience managing escalation processes and release operations with a focus on service excellence.
• Exceptional organizational and communication skills, with a customer-first mindset.

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 disease. 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.