Manager - Technical 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 Technical Support team plays a critical role in supporting patients, parents, and caregivers who rely on Dexcom Continuous Glucose Monitoring (CGM) technology. As part of a 24/7 global support organization, the team ensures every interaction delivers a high-quality, empathetic, and solution-focused experience. As a Technical Support Manager, you will lead a diverse team, drive service excellence, and help shape how we support our growing community of users.

Where you come in:

• You lead and manage day-to-day operations of a 24/7 Technical Support team, ensuring strong performance and service delivery.
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  You coach, mentor, and develop team members through regular feedback, call monitoring, and performance reviews.
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  You set clear, measurable goals and track team performance through metrics and continuous assessment.
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  You ensure high-quality patient interactions by guiding your team in troubleshooting technical issues and delivering empathetic support.
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  You manage staffing levels, call volumes, and queue performance to meet service level targets.
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  You participate in call forecasting, workforce planning, and service level modeling.
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  You handle escalated patient issues, including investigation, prioritization, and resolution of complex concerns.
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  You collaborate with cross-functional teams to resolve customer issues and improve support processes.
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  You create, implement, and communicate policies, procedures, and best practices across the team.
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  You ensure compliance with quality systems, regulatory requirements, and data privacy standards.
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  You leverage tools, systems, and technology to improve support processes and team efficiency.
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  You develop, track, and analyze team and department metrics to drive performance improvements.
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  You lead continuous improvement initiatives to enhance customer experience, quality, and operational efficiency.
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  You coordinate and support technical training programs for new hires and existing team members.
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  You support new product launches and represent Technical Support in cross-functional planning discussions.
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  You contribute to budgeting activities and resource planning.
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  You maintain and update documentation including procedures and policies as needed.
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  You support service excellence standards aligned with internal policies and regulatory requirements.
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  You collaborate with senior leadership to improve and scale the call center experience.
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  You provide on-call support for personnel, customer, and system-related issues as needed.
• You perform other relevant tasks and responsibilities as assigned by your manager.

What makes you successful:

• You bring strong experience managing teams in a high-volume, 24/7 call center environment.
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  You have experience supporting technical, healthcare, or medical device-related products.
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  Your leadership style is positive, solution-oriented, and focused on team development.
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  Your communication skills allow you to engage effectively with customers, teams, and stakeholders.
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  You demonstrate strong coaching and mentoring capabilities, including developing training programs.
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  You are comfortable managing shifting priorities and meeting multiple deadlines in a fast-paced environment.
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  Your analytical mindset helps you interpret metrics and drive performance improvements.
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  You are highly organized, detail-oriented, and action-driven.
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  You are able to work independently while collaborating across teams and functions.
• Your flexibility allows you to support varying schedules, including weekends and on-call needs.

Nice to have:

• Your experience includes supporting complex or highly technical products in a 24/7 environment.
• Your background includes customer support within healthcare, diabetes care, or medical technology.

What you’ll get:

• A front row seat to life changing CGM technology. Learn about our brave #dexcomwarriors community.
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  A full and comprehensive benefits program.
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  Growth opportunities on a global scale.
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  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.

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.

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