Director of Global Complaint Handling

Dexcom • San Diego, CA

2d • Remote

About The Position

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: You’ll join Dexcom’s Global Customer Advocacy and Quality organization—a mission‑driven team responsible for safeguarding patient safety in every market we serve. As Dexcom continues to grow worldwide, our organization plays a pivotal role in shaping how the company listens to customers, interprets real‑world product performance, and strengthens the safety and reliability of our technologies. We partner closely with Regulatory, Clinical, R&D, Manufacturing, and Customer Experience teams to ensure patient insights and global regulatory expectations drive meaningful action across the business. Here, you’ll influence enterprise‑level decisions, build globally harmonized processes, and help advance Dexcom’s commitment to delivering the highest standard of safety and performance for people who rely on our products every day. This is a high‑visibility, high‑impact role at the center of Dexcom’s global quality and customer‑advocacy mission.

Requirements

• A proven track record of leading global teams—with experience directing managers and distributed regional teams, building organizational capability, and scaling compliance programs worldwide.
• Exceptional strategic thinking ability, enabling you to design global governance structures, harmonize processes across regions, and influence enterprise‑wide decisions with authority.
• Experience leading regulatory interactions, including FDA inspections, notified body audits, and international authority engagement, acting as the global SME for complaint handling operations.
• Deep expertise in global medical‑device quality systems and complaint handling, including mastery of FDA QSR/21 CFR Part 820, MDR/QMSR, ISO 13485, EU MDR, and international vigilance reporting frameworks.
• Strong data and analytics proficiency, capable of influencing global trending, signal detection, KPI frameworks, systemic risk evaluations, and executive‑level reporting that meaningfully shapes product and safety decisions.
• Deep knowledge of root‑cause investigation methods, risk assessment strategies, and CAPA integration, ensuring complaint insights translate into product and process improvements globally.
• Typically requires a Bachelor’s degree with 15+ years of industry experience
• 9+ years of successful management experience in relevant industry

Responsibilities

• Set and own the global strategic direction for Dexcom’s complaint handling global organization —defining the long‑term vision, governance model, and harmonized global operating standards that ensure worldwide compliance and enterprise‑level risk mitigation.
• Lead all global complaint handling operations as the enterprise process owner for complaint intake, triage, investigation, adverse‑event reporting, vigilance submissions, and global trend analysis. You drive standardization and compliance across all geographies and product lines.
• Provide global oversight of regulatory reporting, ensuring all reportability decisions and submissions (FDA MDR, EU MDR vigilance, international agency reporting) meet timeliness and quality expectations in every region.
• Lead global governance and escalation, chairing cross‑functional safety, trend‑review, and risk‑escalation forums that unify decision‑making across Engineering, Clinical, Regulatory, Legal, Manufacturing, and Quality.
• Develop and maintain the global quality system architecture supporting complaint handling—including enterprise QMS tools, workflow capabilities, master regulatory data, and global reporting infrastructure.
• Represent Dexcom at the global level during regulatory inspections, notified‑body audits, and internal assessments, serving as the company’s top authority on complaint handling and vigilance reporting practices.
• Build and lead a high‑performing global team, including managers and specialists across multiple regions, ensuring capability development, operational excellence, and a unified global culture of compliance and customer safety.
• Drive continuous improvement worldwide, identifying systemic gaps, creating global standard work, deploying automation and process enhancements, and ensuring regional alignment to enterprise standards.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director