Product Manager - Stelo Support Platforms

Dexcom • San Diego, CA

14d • 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: Join our dynamic and innovative consumer team at the crux of innovation, technology, and consumer products! We are dedicated to empowering individuals to take control of their metabolic health through cutting-edge biosensor technology and intuitive app experiences. If you're passionate about pushing the boundaries of what's possible and thrive in fast-moving environments, we want you on our team. Where you come in: You will own the technical ecosystem that powers Stelo’s global customer service organization. You define and communicate a product vision and roadmap for an omnichannel support experience across chat, voice, and web self‑service channels You lead end‑to‑end product development and lifecycle management of support platforms—from discovery and requirements through launch and continuous optimization—using Agile methods. You drive the design, configuration, and ongoing management of AI-powered conversational experiences, including intent design and NLU/NLP tuning for chat and IVR. You partner with Engineering, IT, UX/UI, Data Science, Customer Support Operations, and Compliance to align priorities, gather requirements, and deliver improvements. You establish and track KPIs (e.g., self‑service containment, CSAT, , Customer Effort Score (CES)), identify drop‑offs and misclassifications, and translate insights into optimizations. You enable scalable support for partners through digital workflows (e.g., complaint intake, status visibility) that improve efficiency, transparency, and satisfaction. You ensure support processes and tooling align with regulatory and complaint-handling requirements while improving customer experience. You own and improve content and self‑help assets (FAQs, technical and customer support agent scripts, transactional emails) and iterate based on performance data and evolving customer needs. Scale support infrastructure to support international markets, managing localization, and regional privacy laws.

Requirements

• You are obsessed with reducing “customer effort” and making the support experience feel like a feature, not a chore.
• You have the discipline to operate in a regulated environment where all customer facing content must be approved and is subject to auditing.
• You don’t just fix a bug, you build a workflow that prevents the bug from being created in the first place.
• You have strong product management experience delivering customer-facing platforms and workflows across multiple channels.
• You bring expertise in conversational UX and digital self‑help tools, including journey mapping and conversation flow design.
• You can analyze chatbot and support performance data and convert insights into actionable product and content improvements.
• You understand (or are eager to deepen) knowledge of NLU/NLP concepts and how to improve intent recognition and response quality.
• You communicate clearly—writing concise requirements and crafting compelling content for diverse audiences.
• You are a resilient problem solver who can navigate ambiguity, adapt to changing priorities, and deliver results in a fast‑paced environment.
• Your collaboration skills help you partner effectively with cross‑functional teams and drive alignment through stakeholder management.
• You can craft natural, brand‑aligned dialogues, scripts, and talking points and continuously iterate based on performance metrics.
• Typically requires a Bachelor’s degree and a minimum of 8-12 years of related experience.
• At this level a graduate degree may be desirable with 4 years of related experience
• You have familiarity with customer support and CRM ecosystems such as Salesforce Service Cloud and complaint management tooling (e.g., Smarteeva).
• You have familiarity working with conversational platforms and tooling such as Voiceflow and Google Dialogflow CX.
• You can collaborate in delivery tooling such as JIRA and test management approaches (e.g., X‑Ray) and use visualization/mapping tools (e.g., Lucidchart).
• You can interpret dashboards and analytics (e.g., Tableau) and, when needed, partner with data teams to investigate trends (e.g., via BigQuery)
• Familiarity in Veeva PromoMats managing the end-to-end Medical, Legal, Regulatory (MLR) review process to ensure that all customer facing support content utilizes only current, clinically approved assets.

Responsibilities

• Own the technical ecosystem that powers Stelo’s global customer service organization.
• Define and communicate a product vision and roadmap for an omnichannel support experience across chat, voice, and web self‑service channels
• Lead end‑to‑end product development and lifecycle management of support platforms—from discovery and requirements through launch and continuous optimization—using Agile methods.
• Drive the design, configuration, and ongoing management of AI-powered conversational experiences, including intent design and NLU/NLP tuning for chat and IVR.
• Partner with Engineering, IT, UX/UI, Data Science, Customer Support Operations, and Compliance to align priorities, gather requirements, and deliver improvements.
• Establish and track KPIs (e.g., self‑service containment, CSAT, , Customer Effort Score (CES)), identify drop‑offs and misclassifications, and translate insights into optimizations.
• Enable scalable support for partners through digital workflows (e.g., complaint intake, status visibility) that improve efficiency, transparency, and satisfaction.
• Ensure support processes and tooling align with regulatory and complaint-handling requirements while improving customer experience.
• Own and improve content and self‑help assets (FAQs, technical and customer support agent scripts, transactional emails) and iterate based on performance data and evolving customer needs.
• Scale support infrastructure to support international markets, managing localization, and regional privacy laws.

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