Senior Manager - Technical Support

The Company

Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.

We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.

Meet the team:

Join our dynamic and innovative team at Dexcom, where we are dedicated to transforming lives through cutting-edge technology. Technical Support is at the forefront of customer support, ensuring that our patients / customers receive the best possible assistance with our products. We pride ourselves on fostering a collaborative and inclusive environment. If you're passionate about making a difference and working with a team that values creativity and excellence, this is the place for you!

Where you come in:

• You oversee the support of customers encountering problems using the company's products.

• You supervise representatives answering customer inquiries via voice, chat, and email.

• You establish and maintain systems that provide answers to common questions and problems.

• You report new or recurring problems to design departments.

• You ensure representatives are properly trained when old products are upgraded or new products are released.

• You select, develop, and evaluate personnel to ensure the efficient operation of the function.

What makes you successful:

• You develop and measure performance objectives and key performance indicators for your workstream/region.

• You ensure that corporate, quality, and service goals are met, including proper staffing levels of the team.

• You continuously improve and evaluate processes to enhance quality and customer service experience, building customer loyalty and brand value.

• You leverage technology to improve processes/systems to build and lead a world-class department.

• You collaborate with other departments to identify, test, and implement work process and system improvements.

• You create, implement, communicate, and interpret new/existing policies or procedures to the team.

• You ensure that staff understands and complies with all elements of the Quality System, regulatory requirements, confidentiality, and privacy.

• You manage dynamic call volumes by queues and participate in call forecasting, service level call modeling, and workforce management.

• You partner with other departments to resolve issues involving customer support needs.

• You initiate and make recommendations regarding processes, policies, and procedures.

• You write/update documents for company procedures and policies as needed.

Leadership and People Management:

• You coach and guide managers in achieving their objectives and goals, including their personal development.

• You coordinate technical training programs for existing and new product training.

• You develop and support Corporate’s people management and development programs, providing necessary insights and suggestions to further develop existing programs.

• You ensure that employee communication remains open, updated, and transparent, providing accurate information/data at the right time and venue.

• You act as a coach and mentor to support organizational capability and development.

• You showcase excellent knowledge of the company’s culture and mission and advocate our core values.

Financial Management:

• You help the Tower Leader manage the cost per resource to meet agreed targets.

• You develop and support cost management initiatives through various tools to identify and eliminate unnecessary expenses.

• You manage and control the approved budget.

• You assist with the annual budgeting processes.

Strategy Development and Execution:

• You develop and drive internal strategies, initiatives, and programs to support the corporate goals and objectives of the Technical Support Tower and the GBS organization.

• You determine needed revisions of objectives and plans according to current business conditions.

Others:

• You assume and perform special product duties as assigned.

Qualifications:

To perform this job successfully, you must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• You have 5-8 years of previous people management experience within a high call volume BPO/Shared Services/Healthcare environment.

• You hold a Bachelor’s Degree with 13+ years of industry experience.

• You have experience with training and mentoring staff, including the development of training programs.

• You possess highly developed interpersonal skills with excellent written and oral communication skills.

• You embody strong emotional intelligence skills to drive objectivity in making fair and just decisions.

• You have the ability to make crucial decisions.

• You are flexible in schedule, working at least one weekend day, based on customer call volume, seasonality, and team needs.

• You have proven ability working with multiple short-term deadlines and dynamic changing priorities.

• You are highly detailed and action-oriented.

• You must be enthusiastic, solution-oriented, and positive in leadership style.

• You travel as needed on occasion.

• You desire and are willing to be part of something amazing!

Preferred Qualifications:

• Preferred experience supporting highly technical/complex product teams in a 24/7 environment.

• Amenable to work on a hybrid setup.

• Experience working for a Shared Services organization.

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:

• 0-5%

Experience and Education Requirements:

• Mapped to the Global Career Framework level and title.

• Please Note: This data is pulled in automatically based on the job code when creating requisition.

#LI-Hybrid

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.

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