Global Process Owner - Technical Support

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.

Where you come in:

As Global Process Owner, you’ll architect and own the end-to-end technical support process for Dexcom globally. You’ll be the driving force behind process design, reliability, transformation, and governance to deliver measurable business impact. You will lead direct and matrixed teams, working with internal departments (Product Management, CX, IT, Quality & Regulatory, etc.) to achieve outstanding experience, retention, and financial results.

You will be responsible for and deliver the following:

Engage Stakeholders & Architect the Future

• Build strong partnerships within Tech Support and with internal teams like Product Management, CX, IT, Quality, and Regulatory.
• Create a proactive support service strategy that anticipates customer needs and exceeds expectations.
• Turn business goals into creative solutions with KPIs that boost customer success, retention, and profits.
• Benchmark relentlessly and raise the bar for industry-leading outcomes

Design for Reliability & Governance

• Harmonize and standardize global processes for agility, quality, and excellence.
• Establish strong controls, documentation, and compliance to maintain reliability and meet regulations.
• Lead regular audits and risk reviews, proactively safeguarding operational integrity.

Lead Digital Transformation & Innovation

• Drive impactful transformation using digital platforms, automation, and AI.
• Create seamless, human-centric support journeys - empowering customers with self-service and omnichannel solutions.
• Deliver proactive, personalized experiences that drive measurable business value.

Lead empowered global teams

• Lead, mentor, and energize a world-class global team.
• Foster a culture of trust, innovation, and continuous improvement - where customer obsession, reliability, and outcomes are at the core.

What makes you successful:

• You are a strategic operator with proven GPO experience in GBS/MedTech, renowned for setting bold strategies and consistently delivering exceptional results across global operations.
• You excel as a digital-first value creator, leveraging automation, AI, and analytics (e.g., ServiceNow, Salesforce, Genesys, AI platforms) to modernize support and drive measurable business outcomes.
• You have a strong track record in driving Design for Reliability & Governance, building robust controls, auditability, and compliance (FDA/ISO 13485/GDPR/HIPAA/SOX) with a DFR mindset - no surprises, reliability by design.
• You possess exceptional communication skills and executive presence, influencing and engaging diverse stakeholder groups across cultures, geographies, and functions.
• You are recognized for being relentlessly results-oriented and agile, demonstrating the discipline and motivation to lead through complexity and scale impact in dynamic, fast-paced environments.
• You have built and scaled high-performing teams, recruiting top talent, designing effective organizational structures, and aligning capabilities with strategic goals.

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: