Senior Manager - Customer Complaint Handling

Dexcom • San Diego, CA

1d • $128,600 - $214,400 • 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: The Customer Advocacy Engineering team transforms post-market insights into actions that enhance product safety, performance, and patient experience. In close partnership with R&D, Quality, Clinical, and Regulatory, the team identifies product trends, leads complex investigations, and ensures learnings are translated into improvements across both sustaining products and new product development.

Requirements

• Deep technical expertise in product quality, reliability engineering, and post-market surveillance in a regulated industry
• Strong knowledge of FDA QSR, ISO standards, complaint handling, and risk management practices
• Proven ability to lead engineering teams and deliver results through others in a complex, cross-functional environment
• Demonstrated success influencing R&D and product development decisions using data-driven insights
• Ability to connect high-level trends to detailed technical investigations and actionable outcomes
• Strong problem-solving skills, including structured root cause analysis and data interpretation
• Effective executive communicator, able to distill complex technical issues for senior leadership
• Experience driving improvements across both sustaining products and new product introduction, while navigating ambiguity and competing priorities
• Typically requires a Bachelor’s degree with 13+ years of industry experience
• 5-8 years of previous people management experience

Responsibilities

• Lead and develop a multidisciplinary engineering organization responsible for postmarket product investigations, including failure analysis, software investigations, and complex complaint‑driven root cause analysis.
• Own the end‑to‑end investigation strategy for product performance issues—ensuring rigorous, data‑driven root cause identification across hardware, software, and system‑level interactions.
• Establish and execute strategies to proactively identify product performance risks and ensure patient safety and regulatory compliance
• Lead postmarket risk assessments and signal evaluations, partnering closely with cross‑functional stakeholders to determine impact, severity, and required actions.
• Drive cross-functional alignment with R&D, Quality, and Medical Affairs to translate field insights into product and process improvements
• Drive integration of post-market learnings into the product lifecycle, influencing design controls, product roadmap decisions, and continuous improvement initiatives.
• Own and evolve postmarket surveillance plans and reports, ensuring alignment with global regulatory expectations and integration with broader risk management processes.
• Partner with R&D to prioritize and implement CAPAs, design changes, and verification of effectiveness
• Serve as escalation point for complex, high-risk product issues, leading investigations and executive communications
• Establish scalable processes, tools, and engineering capabilities that enhance investigation quality, reduce time to resolution, and improve organizational insight into product performance.

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