Global Process Owner - GBS

Dexcom • San Diego, CA

23h

About The Position

Dexcom Corporation is a pioneer and global leader in continuous glucose monitoring (CGM), aiming to become a leading consumer health technology company. The company is driven by thousands of ambitious, passionate people worldwide to improve human health by reinventing unique biosensing-technology experiences. The Technical Support team is redefining MedTech support, focusing on customer obsession, technology first, and outcome-driven intelligent support layers. As Global Process Owner, you will architect and own the end-to-end technical support process for Dexcom globally, driving process design, reliability, transformation, and governance to deliver measurable business impact. You will lead direct and matrixed teams, collaborating with internal departments like Product Management, CX, IT, Quality & Regulatory to achieve outstanding experience, retention, and financial results.

Requirements

• Proven GPO experience in GBS/MedTech, renowned for setting bold strategies and consistently delivering exceptional results across global operations.
• Excel as a digital-first value creator, leveraging automation, AI, and analytics (e.g., ServiceNow, Salesforce, Genesys, AI platforms) to modernize support and drive measurable business outcomes.
• Strong track record in driving Design for Reliability & Governance, building robust controls, auditability, and compliance (FDA/ISO 13485/GDPR/HIPAA/SOX) with a DFR mindset - no surprises, reliability by design.
• Exceptional communication skills and executive presence, influencing and engaging diverse stakeholder groups across cultures, geographies, and functions.
• Relentlessly results-oriented and agile, demonstrating the discipline and motivation to lead through complexity and scale impact in dynamic, fast-paced environments.
• Built and scaled high-performing teams, recruiting top talent, designing effective organizational structures, and aligning capabilities with strategic goals.
• Typically requires a Bachelor’s Degree.
• Typically with at least 13 years of relevant experience.
• Typically with at least 8 years people management experience.

Responsibilities

• Build strong partnerships within Tech Support and with internal teams like Product Management, CX, IT, Quality, and Regulatory.
• Create a proactive support service strategy that anticipates customer needs and exceeds expectations.
• Turn business goals into creative solutions with KPIs that boost customer success, retention, and profits.
• Benchmark relentlessly and raise the bar for industry-leading outcomes.
• Harmonize and standardize global processes for agility, quality, and excellence.
• Establish strong controls, documentation, and compliance to maintain reliability and meet regulations.
• Lead regular audits and risk reviews, proactively safeguarding operational integrity.
• Drive impactful transformation using digital platforms, automation, and AI.
• Create seamless, human-centric support journeys - empowering customers with self-service and omnichannel solutions.
• Deliver proactive, personalized experiences that drive measurable business value.
• Lead, mentor, and energize a world-class global team.
• Foster a culture of trust, innovation, and continuous improvement - where customer obsession, reliability, and outcomes are at the core.

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: Senior
• Number of Employees: 5,001-10,000 employees