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:
Dexcom has been ranked in the Top 10 on Forbes “Best Customer Service” list 2 years in a row. The Technical Support team is redefining how MedTech support is delivered, customer obsessed, technology first and outcome driven. We’re building intelligent support layers that guide patients, providers, and partners through seamless journeys anchored on customer success.
The GPO organization is the core transformation group responsible for architecting and owning the end-to-end technical support process for Dexcom globally. It is the driving force behind process design, reliability, transformation, and governance to deliver measurable business impact. The GPO group engages with direct and matrixed teams, working with internal departments (Product Management, CX, IT, Quality & Regulatory, etc.) to achieve outstanding experience, retention, and financial results.
Where you come in:
As the Competency Lead for Digital Enablement (DE), you drive platform reliability and digital service performance across SFSC/Genesys/IVR/interfaces - delivering self-service, automation, and seamless assisted handoffs. Reporting to the Head, Strategy & Service Management GBS & Technical Support, you translate outcome needs into coherent platform roadmaps, govern standards, ensure releases land with measurable adoption and stability.
Own the Technical Support digital enablement strategy across assisted and self-service experiences, aligned to GPO/SPO priorities.
Govern platform standards, workflows, and integration integrity to ensure end-to-end reliability across SFSC/Genesys/IVR and interfaces.
Lead defect and design triage with IT; prioritize fixes based on customer impact, operational risk, and process intent.
Maintain platform utilization health (routing, handoffs, workflow adherence) and publish adoption/usage insights to pods and leaders.
Deliver automation and self-service roadmaps (IVR/voice bots, guided workflows, AI triage, integrations) for priority intents.
Translate SPO backlogs into build-ready requirements and delivery plans; ensure clear acceptance criteria and readiness gates.
Partner with other GPO areas to ensure tools mirror intended processes and embed knowledge/guidance into workflows.
Coordinate release readiness with other GPO areas to ensure training, compliance evidence, and operational stabilization plans are complete.
Define and measure outcomes for platform changes (deflection, adoption, stability, contact rate, handle time, customer/agent effort).
Create governance routines that keep digital performance predictable (monitoring, early warning indicators, incident learnings, prevention).
Drive stakeholder alignment and decisions across IT, Ops, Product, and regional leaders; manage dependencies and tradeoffs.
Ensure launches stabilize quickly via hypercare plans, telemetry, adoption monitoring, and rapid iteration loops.
What makes you successful:
Strong expertise with contact center platforms and digital service delivery (SFSC, Genesys, CallMiner), integrations, and release management.
Ability to turn operational friction into scalable digital solutions with measurable outcomes.
Strong product and customer experience mindset; human-centered design orientation grounded in operational reality.
Excellent partnership skills across IT, Ops, and process/knowledge teams; drives alignment and execution without authority.
Data-driven operator: uses telemetry, dashboards, experimentation to guide prioritization and prove value.
Strong risk/dependency management; anticipates failure modes and protects reliability during change.
Clear communicator with executive presence; produces decision-ready narratives and transparent reporting.
Comfort operating in regulated/quality-aware environments with evidence needs and controlled changes.
Bias for action paired with governance discipline; moves fast while maintaining stability and standards.
Continuous improvement mindset; learns from incidents and releases to reduce recurring defects and technical debt.
What you’ll get:
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:
Experience and Education Requirements:
Typically requires a Bachelor’s degree in a technical discipline with 13+ years of industry experience
5-8 years of previous people management experience
Remote Workplace:
Your location will be a home office; you are not required to live within commuting distance of your assigned Dexcom site (typically 75 miles/120km). If you reside within commuting distance of a Dexcom site (typically 75 miles/120km) a hybrid working environment may be available. Ask about our Flex workplace option.
Please note: The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time. The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Dexcom’s AAP may be viewed upon request by contacting Talent Acquisition at talentacquisition@dexcom.com.
If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Dexcom Talent Acquisition at talentacquisition@dexcom.com.
Meritain, an Aetna Company, creates and publishes the Machine-Readable Files on behalf of Dexcom. To link to the Machine-Readable Files, please click on the URL provided: https://health1.meritain.com/app/public/#/one/insurerCode=MERITAIN_I&brandCode=MERITAINOVER/machine-readable-transparency-in-coverage?reportingEntityType=TPA_19874&lock=true
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