Director - Technical Support

Meet the team:

Dexcom has been ranked in the Top 10 on Forbes “Best Customer Service” list 2 years in a row. Dexcom Technical Support is a core enterprise capability - handling the majority of customer interactions post‑purchase and playing a critical role in trust, retention, and brand loyalty. As part of Dexcom’s Global Business Services (GBS) organization, Technical Support is evolving into a customer success engine: human‑centered, technology‑enabled, and outcomes‑driven. Operations Execution is the backbone of this model - responsible for day‑to‑day performance, reliability, and predictability at scale.

Where you come in:

As Director, Technical Support Operations, you will own global operations execution for our North America customers - ensuring stable, compliant, cost‑effective, and high‑performing Technical Support delivery across sites in Philippines.

You are accountable for running the business:

• Delivering KPIs with zero surprises
• Owning operational readiness and reliability
• Translating strategy and requirements from regional stakeholders into durable operational outcomes

As a key member of TS leadership team, you will partner closely with stakeholders and internal team, especially the Global Process Owner (GPO) organization to ensure that what is designed can be run, scaled, and sustained.

Core Accountabilities

Run World‑Class Operations

• Own day‑to‑day Technical Support operations across sites in Philippines, and service channels (voice, digital, back‑office).
• Deliver stable performance across experience, cost, productivity, and compliance KPIs.
• Ensure operational readiness for launches, changes, and volume shifts, including staffing, training, tooling, and escalation paths.
• Lead operational incident management and escalations; restore stability quickly and prevent recurrence.

Zero‑Surprise Reliability & Governance

• Operate a zero‑surprise model using early‑warning indicators (EWIs), disciplined performance reviews, and structured escalation.
• Own operational risk management, business continuity planning, and site resilience.
• Ensure audit readiness and ongoing compliance with global regulatory and quality requirements in partnership with Quality and GPO.
• Act as the “ready‑to‑run” gate owner for launches and major changes, co‑owning hypercare and stabilization.

Financial & Capacity Accountability

• Own operational cost performance, including cost‑to‑serve, productivity, and capacity efficiency.
• Partner with Workforce Management to ensure best‑in‑class forecasting, scheduling, and capacity planning.
• Identify and eliminate waste, leakage, and inefficiencies while protecting customer experience and compliance.

People, Leadership & Culture

• Lead and develop senior operations leaders and managers across regions.
• Build a culture of accountability, ownership, and continuous improvement.
• Ensure the right roles, skills, and succession plans are in place to support scale and complexity.
• Drive engagement, performance management, and talent development aligned to Dexcom values.

Partner to Enable Change

• Represent Operations in strategy, transformation, and design forums-clearly defining operational requirements, constraints, and risks.
• Translate operational needs into actionable requirements for GPO and enabling teams.
• Ensure changes land cleanly in operations with measurable adoption and performance outcomes.

What makes you successful:

• 10+ years leading large‑scale, multi‑site operations in Technical Support, Customer Support, or similarly complex service environments.
• Demonstrated success owning day‑to‑day operations execution, including experience running voice and digital channels in regulated or high‑risk environments.
• Proven track record of delivering operational KPIs with reliability, including experience, productivity, capacity, cost, and compliance.
• Hands‑on experience with workforce planning, capacity management, and operational cost control, partnering closely with WFM and Finance.
• Strong background operating in regulated environments (medical devices, healthcare, or comparable industries strongly preferred).
• Experience serving as the operational owner for launches and major change, including readiness assessment, go‑live decisioning, and stabilization.
• Ability to lead through complexity and scale, operating effectively in matrixed, global organizations.
• Executive‑level communication skills with the credibility to represent Operations in senior leadership forums.

What you’ll get:

• A front row seat to life changing CGM technology. Learn about our brave #dexcomwarriors community.
• A full and comprehensive benefits program.
• Growth opportunities on a global scale.
• Access to career development through in-house learning programs and/or qualified tuition reimbursement.
• An exciting and innovative, industry-leading organization committed to our employees, customers, and the communities we serve.

Travel Required:

• 15-25%

•Typically requires a Bachelor’s degree with 15+ years of industry experience

•9+ years of successful management experience in relevant industry

#LIHybrid