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Posted May 14Associate Director, Digital Self Help & AI Experience
at ezyVet
Westbrook, United StatesOn-site
Requirements
- As the Associate Director, Digital Self Help & AI Experience, you will define and lead the strategy to deliver a connected and embedded digital support ecosystem that helps customers resolve issues quickly, confidently, and with minimal disruption to their workflows.
- experience across the customer journey, spanning chat, IVR, voice Bot, agentic AI, and self-help content including intelligent guidance, orchestration, and seamless handoff to human support when needed.
- experience driving digital service transformation, applying AI and automation responsibly, navigating complex enterprises, and influencing change through data, storytelling, and strong cross functional partnerships.
- In this role You will lead the digital self‑help and AI
- You will design journey‑based experiences Grounded in customer needs, top call drivers, and moments of friction, determining which channels such as chat, IVR, voice Bot, in-product AI, and self-help content are best suited to support each activity.
- You will advance agentic AI experiences that go beyond scripted interactions to intelligently guide customers, orchestrate across content and tools, and enable efficient resolution with clear paths to human support.
- experience leading digital self‑help, digital support, or customer
- experience shaping and delivering digital, AI‑enabled experiences, including one or more of the following: chat, conversational AI, IVR, voicebot, knowledge/content strategy, in‑product guidance, or video‑based self‑help. Practical
- experience applying AI and automation responsibly, with an understanding of where agentic capabilities can drive value and where human support is essential. A strong product and
- Demonstrated ability to work effectively through influence and partnership, navigating a matrixed, cross‑functional environment to align teams around shared CX goals.
- Experience defining and using KPIs and analytics to measure adoption,
- Excellent communication, storytelling, and stakeholder engagement skills, including the ability to influence senior leaders and create alignment amid ambiguity.
- Experience working in agile or iterative delivery environments, including leading or contributing to large‑scale change or transformation efforts.
- experience in product management, product ownership, or closely related roles.
Experience
- Experience mentoring, coaching, or leading others; may include people management or leadership of cross‑functional teams. 5–7 + years of
Benefits
- experience strategy , setting the vision and multi‑year roadmap aligned to IDEXX’s customer
- At IDEXX, you will be supported by competitive compensation, incentives, and
Additional details
- Experience Transformation and operates through strong partnership across the enterprise, bringing together Product, Customer Support, Technology, Data, UX, Legal, and Security to deliver cohesive, embedded, and intelligent self-help experiences.
- By deeply understanding customer needs, call drivers, and moments of friction, you will determine where digital self-help can deliver the greatest customer value, operational efficiency, and ROI.
- This strategy meets customers where, when, and how they need support and ensures each interaction is supported by the right channel, at the right time, and in the right context.
- This role is ideal for a senior digital product and CX leader with
- You will partner across the enterprise to collaborate on embedding digital self‑help directly into IDEXX products, workflows, and platforms, ensuring support is contextual and available at the moment of need.
- You will use call driver insights and ROI analysis to prioritize investments, build outcome‑based roadmaps, and focus efforts where they will have the greatest customer and business impact.
- You will define and own KPIs for digital self‑help performance, including
- experience measures (e.g., customer effort and resolution quality), adoption, and operational outcomes.
- You will continuously optimize performance through analytics, experimentation, and customer feedback, translating insights into clear recommendations for leaders.
- You will influence through leadership and partnership , aligning stakeholders without relying on direct ownership of platforms or channels.