Sr Manager - Digital Enablement
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: Dexcom has been ranked in the Top 10 on Forbes “ Best Customer Service ” list 2 years in a row. The Technical Support team is redefining how MedTech support is delivered, customer obsessed, technology first and outcome driven. We’re building intelligent support layers that guide patients, providers, and partners through seamless journeys anchored on customer success. The GPO organization is the core transformation group responsible for architecting and owning the end-to-end technical support process for Dexcom globally. It is the driving force behind process design, reliability, transformation, and governance to deliver measurable business impact. The GPO group engages with direct and matrixed teams, working with internal departments (Product Management, CX, IT, Quality & Regulatory, etc.) to achieve outstanding experience, retention, and financial results.
Requirements
- Strong expertise with contact center platforms and digital service delivery (SFSC, Genesys, CallMiner), integrations, and release management.
- Ability to turn operational friction into scalable digital solutions with measurable outcomes.
- Strong product and customer experience mindset; human-centered design orientation grounded in operational reality.
- Excellent partnership skills across IT, Ops, and process/knowledge teams; drives alignment and execution without authority.
- Data-driven operator: uses telemetry, dashboards, experimentation to guide prioritization and prove value.
- Strong risk/dependency management; anticipates failure modes and protects reliability during change.
- Clear communicator with executive presence; produces decision-ready narratives and transparent reporting.
- Comfort operating in regulated/quality-aware environments with evidence needs and controlled changes.
- Bias for action paired with governance discipline; moves fast while maintaining stability and standards.
- Continuous improvement mindset; learns from incidents and releases to reduce recurring defects and technical debt.
- Typically requires a Bachelor’s degree in a technical discipline with 13+ years of industry experience
- 5-8 years of previous people management experience
Responsibilities
- Own the Technical Support digital enablement strategy across assisted and self-service experiences, aligned to GPO/SPO priorities.
- Govern platform standards, workflows, and integration integrity to ensure end-to-end reliability across SFSC/Genesys/IVR and interfaces.
- Lead defect and design triage with IT; prioritize fixes based on customer impact, operational risk, and process intent.
- Maintain platform utilization health (routing, handoffs, workflow adherence) and publish adoption/usage insights to pods and leaders.
- Deliver automation and self-service roadmaps (IVR/voice bots, guided workflows, AI triage, integrations) for priority intents.
- Translate SPO backlogs into build-ready requirements and delivery plans; ensure clear acceptance criteria and readiness gates.
- Partner with other GPO areas to ensure tools mirror intended processes and embed knowledge/guidance into workflows.
- Coordinate release readiness with other GPO areas to ensure training, compliance evidence, and operational stabilization plans are complete.
- Define and measure outcomes for platform changes (deflection, adoption, stability, contact rate, handle time, customer/agent effort).
- Create governance routines that keep digital performance predictable (monitoring, early warning indicators, incident learnings, prevention).
- Drive stakeholder alignment and decisions across IT, Ops, Product, and regional leaders; manage dependencies and tradeoffs.
- Ensure launches stabilize quickly via hypercare plans, telemetry, adoption monitoring, and rapid iteration loops.
Benefits
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
