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Sr. Manager, Global Tech Support Process Owner

Company: Dexcom Inc.
Location: San Diego
Posted on: April 8, 2021

Job Description:

Sr. Manager, Global Tech Support Process Owner ID: 36625 Job Description About Dexcom: Dexcom, Inc. empowers people to take control of diabetes through innovative-- continuous glucose monitoring (CGM) -- systems. Headquartered in San Diego, California, Dexcom has emerged as a leader of diabetes care technology. By listening to the needs of users, caregivers, and providers, Dexcom simplifies and improves diabetes management around the world. Essential Duties and Responsibilities:

  • Global Process Owner shall be responsible to ensure performance excellence as it relates to efficient process definition, alignment, implementation, and maintenance of Technical Support operations on a global scale.
  • Responsible for the development and maintenance of all technical support work instructions and troubleshooting guide used by multiple sites including Dexcom Global Business Services (GBS) as well as 3rd party contact centers across global markets (EMEA, Americas, APAC, Etc.).
  • Proactively identify issues and areas for process improvement and efficiency as well as work collaboratively across multiple site to manage global implementation
  • Manages Global Quality Monitoring (Customer Experience & Record Capture).
  • Establish and maintain global process focused on ensuring high-quality in both complaint/inquiry record capture and overall customer experience
  • Actively monitor trends and reconcile any deviations to uncover any process defects
  • Provides systematic and regular feedback to site management regarding opportunities for improvement and training
  • Collaborate cross-functionally with R&D, Customer Advocacy, Commercial and New Market teams to establish and implement Technical Support workflows for new products and services.
  • Responsible for analyzing processes and work flow to optimize for customer experience, regulatory compliance, and efficiency using lean six sigma tools
  • Utilizes Customer Satisfaction data to identify improvements to the process, solicit feedback and alignment, and implement
  • Responsible for the design and management of all technical support process as it relates to new and existing Dexcom partnerships Experience and Education Requirements:
    • Typically requires a Bachelor's degree with 13+ years of industry experience.
    • 5-8 years of previous people management experience. Travel Required:
      • Up to 25% Experience and Education Requirements:
        • Typically requires a Bachelor's degree with 13+ years of industry experience.
        • 5-8 years of previous people management experience. Language Skills: Must be able to communicate effectively in English. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. May be required to perform the following Physical Activity: Standing, walking, sitting, using hands, handle or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl, talk or hear, taste or smell. May be required to lift 0 lbs. to over 100 lbs. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. May be exposed to the following environmental conditions: Wet or humid conditions, work near moving parts, work in high - precarious places, fumes or airborne particles, toxic or caustic chemicals, outdoor weather conditions, extreme heat (non-weather), extreme cold (non-weather), risk of electric shock, work with explosives, risk of radiation, vibration. The noise level in this work environment can range from quiet to very loud. 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. #LI-CC1 An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. 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 Talent Acquisition at--talentacquisition@dexcom.com .-- 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. Get Matched Upload Your Resume To See How Well You Match To This Job. Match Unknown Other Similar Jobs GBS Head of Technical Support Vilnius, Lithuania Technical Support Senior Director Technical Support Technical Support Manager Process Development Engineering Operations Customer Support Staff Technical Program Manager - Global Analytics Program Management Supervisor for Customer Technical Support Vilnius, Lithuania Technical Support GBS Technical Support Trainer Vilnius, Lithuania Technical Support Sr Manager of Global Transportation -Mesa, AZ Operations Sr Staff R&D Process Development Engineer Research & Development Recommended Videos for you Dexcom - Learn More About Us - YouTube Working at Dexcom - Dexcom Careers - YouTube What does it mean to be a Dexcom Warrior? - YouTube Why Apple And Google Are Working On Diabetes Tech - YouTube Warrior Mashup video - YouTube Dexcom Warrior & Olympic Skier Kris Freeman Shares his Personal Diabetes Story - YouTube Dexcom empowers people to take control of diabetes. We focus on enabling better outcomes for patients, caregivers and clinicians by delivering solutions that are best in class-defined as being dependable, simple and essential to taking control of diabetes. We are committed to revolutionizing diabetes care by seeking out and solving the needs of our employees, collaborators and community. Listen Comprehend the needs of people affected by diabetes. Serve with integrity Act in the best interest of our community. Think big Use technology to revolutionize diabetes care. Inspire confidence within our community and in one another. Jordan Morris The Dexcom Continuous glucose monitoring (CGM) System helps Jordan eliminate surprise highs or lows when he's about to go out on the field.

Keywords: Dexcom Inc., San Diego , Sr. Manager, Global Tech Support Process Owner, Accounting, Auditing , San Diego, California

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