Global Process Owner - Director Technical Support (Philippines based) at Dexcom

, , India -

Full Time

Start Date

Immediate

Expiry Date

10 Mar, 26

Salary

0.0

Posted On

10 Dec, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Process Design, Stakeholder Engagement, Digital Transformation, AI, Automation, Customer Success, Compliance, Team Leadership, Mentoring, Agility, Results Orientation, Communication, Governance, Reliability, Continuous Improvement, Organizational Structure

Industry

Medical Equipment Manufacturing

Description

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. 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: 15-25% Experience and Education Requirements: Typically with at least 13 years of relevant experience Typically with at least 8 years people management experience 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.

Responsibilities

As Global Process Owner, you will architect and own the end-to-end technical support process for Dexcom globally, leading teams to achieve outstanding experience and financial results. You will engage stakeholders, design reliable processes, and drive digital transformation to enhance customer support.