Manager Customer Advocacy

We are looking for a Manager Customer Advocacy who will oversee the support of customers encountering problems using the companys products. This is a great opportunity to be part of a fast growing organization and be part of Dexcoms mission in empowering people to take control of health. This role will provide expert supervision to representatives that are answering customer inquiries primarily over the telephone e-mail or facsimile.

Where you come in:

• You will manage Customer Advocacy activities and carry out management responsibilities in accordance with the organizations policies and applicable laws. Responsibilities include interviewing hiring and training employees; planning assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• You will design and ensure Customer Advocacy processes are compliant with domestic and international regulations (i.e. CFR MDD and ISO13485 and other applicable regulations Medical Device Reporting Vigilance Reporting Canadian Problem Reporting and other worldwide reporting requirements).
• You will create implement communicate and interpret new and existing policies and procedure to appropriate stakeholders. Leverage technology and improve processes/systems in order to build and lead world-class post-market product surveillance.
• You will communicates with local and international government regulatory agencies. This includes generating and submitting mandatory adverse event reports as required by federal law and international regulations.
• You will participate in cross functional meetings (Quality Regulatory Medical Affairs Customer Service Manufacturing and R&D) to gather critical input in preparation for submissions and/or responses to local and international government regulatory agencies.
• You will design and coordinate worldwide health authority reporting and/or training programs for the You will conduct Post-Market Product Surveillance department and other departments as necessary.
• You will contribute to periodic trend and risk management review meetings.
• You will design distribute and educate the company and staff on product complaints and department performance metrics (e.g. weekly monthly quarterly or yearly).
• You will prepare work schedules according to budgets and workloads.
• You will collaborate with other departments as needed in identifying and implementing work process and system improvements.
• You will participate on new product design teams and create corporate strategy to launch new and sustain current products and create policies to process complaint documentation and report adverse events.
• You will be a strong tactical decision-maker that works with multiple departments to obtain information plan business strategy and handle unforeseen issues.
• You will be aligning with corporate objectives assist in creating quality and Customer Advocacy department objectives and work plans and delegates assignments to subordinates to assure objectives were met and determine if improvements are required.
• You will regularly interact with senior management or executive levels on matters concerning several functional areas divisions and/or customers. Requires the ability to change the thinking of or gain acceptance from others in sensitive situations without damage to the relationship.
• You will promote and maintain high-quality patient support standards within the Customer Advocacy department against measured expectations.
• You will conduct performance reviews with direct reports. Assist direct reports with department goal setting and review progress to goals on a regular basis. Conduct merit reviews. Provide regular feedback to direct reports regarding department success in meeting defined goals and standards.

What makes you successful:

• Your must have experience designing maintaining and executing worldwide complaint handling and investigations device reporting and product return processes.
• You have strong analytic ability
• You have strong computer database experience (e.g. creation and validation of MS Excel ERP systems Complaint tracking database).
• You have the ability to develop device/personnel performance metrics.
• You can work independently with minimal supervision and as a team player within a department as well as with other departments.
• You have experience with training and mentoring staff and development of training programs.
• You have excellent verbal and written communication skills including effective listening skills and ability to communicate accurately and effectively one-on-one or in a group setting as well as in written formats (email presentations and business correspondences.)
• You have proven your ability to work in an environment with multiple short-term deadlines frequent interruptions and changing priorities. Contribute high quality work to projects prioritize and meet deadlines.
• You have knowledge of and experience in field of diabetes and CGM technology

What youll 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%

Education and Experience Requirements:

• Typically requires a Bachelors degree with 8-12 years of industry experience
• 2-5 years of previous management or lead experience

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