Sr Manager Customer Support

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 Sr. Manager Customer Support oversees the support of customers, supervises representatives that are answering customer inquiries across various communication channels such as voice, chat, and e-mail. This role establishes and maintains systems that provide answers to common questions and problems. The Sr Manager reports new or recurring problems to design departments and ensure representatives are properly trained when old products are upgraded, or new products are released. Selects, develops, and evaluates personnel tot ensure the efficient operation of the function.

Where you come in:

Operations Management

• Develops and measures performance objectives and key performance indicators for the workstream/region under his/her responsibility
• Ensures that corporate, quality, and service goals are met including proper staffing levels of the team
• Continuously improve and evaluate processes in order to improve quality and customer service experience; building customer loyalty and brand value
• Leverage technology to improve processes or systems to build and lead a world class department
• Collaborate with other departments as needed identifying, testing, and implementing work process and system improvements
• Create, implement, communicate, and interpret new or existing policies or procedures o the team
• Ensure that staff understands and complies with all elements of the Quality System, regulatory requirements, confidentiality, and privacy
• Manage the dynamic call volumes by queues and participants in call forecasting, service level call modelling, and workforce management
• Partner with other departments to resolve issues involving customer support needs
• Initiate and make recommendations regarding processes, policies and procedures
• Write/update documents for company procedures and policies, as needed

Leadership and People Management

• Coaches and guides managers in the achievement of their objectives and goals including their personal development
• Coordinate technical training programs for existing and new product training
• Develops and supports Corporate’s people management and development programs and provides necessary insights and suggestions to further develop existing programs
• Ensures that employee communication in their tower remains open, updated and transparent, right information or data are provided accurately at the right time and at the right venue
• Act as coach and mentor to support the organizational capability and development
• Showcase excellent knowledge of the company’s culture and mission, and advocates our core values

Financial Management

• Helps the Tower Leader to manage the cost per resource to meet agreed targets
• Develops and supports cost management initiatives thru various tools that would identify and eliminate unnecessary expenses to the business
• Manages and controls approved budget
• Assist with the annual budgeting processes
• Strategy development and execution
• Develops and drives internal strategies, initiatives and programs to support the corporate goals and objectives of the Technical Support Tower and the GBS organization
• Determines the needed revisions of objectives and plans according to the current business condition

What makes you successful:

• You have 5-8 years of previous people management experience within a high call volume BPO/Shared Services/Healthcare environment
• You have a bachelor’s degree with 13+ years of industry experience
• You are experienced in training and mentoring staff including development of training programs
• You have highly developed interpersonal skills with excellent written and oral communication skills
• You embody strong emotional intelligence skills to drive objectivity in making the fair and just decisions
• You can make crucial decisions
• You are flexible in the schedule depending on customer call volume, seasonality, and team needs. This position requires working at least one weekend day
• You have proven ability working with multiple short-term deadlines, dynamic changing priorities
• You are highly detail and action oriented
• You are enthusiastic, solution oriented, and positive in leadership style
• You are willing to travel as needed on occasion
• You have experience in supporting highly technical/complex product teams in a 24/7 environment and working for a Shared Service organization
• You are amenable to work on a hybrid setup
• You have the desire and willingness to be part of something amazing!

What you’ll get:

• 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.

Travel Required:

• 0-5%

#LI-Hybrid

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.