Sr Director Customer Advocacy
Sr Director Customer Advocacy
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$ 156400 - 260600
1 Vacancy
Job 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 were 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 weve 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. Weve already changed millions of lives and were 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. Well get there by constantly reinventing unique biosensing-technology experiences. Though weve 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.
Summary:
The Senior Director of Global Customer Advocacy (Post-Market Surveillance) is responsible for leading the companys global complaint handling and post-market surveillance programs ensuring product safety regulatory compliance and customer satisfaction. This role drives strategic oversight of adverse event reporting vigilance and trend analysis while partnering cross-functionally with Quality Regulatory Legal Clinical Medical Affairs Engineering and Operations to resolve key product issues. Leveraging data analytics industry best practices and scalable systems the Senior Director ensures efficient compliant processes that support continuous improvement and align with global regulatory requirements.
Where you come in:
- Strategic Leadership & Oversight
- You will define and execute global strategy for complaint handling and post-market surveillance across multi-site multi-country operations.
- You will develop departmental strategic plans aligned with global regulations and corporate initiatives.
- You will own and manage departmental budget and capital spending plans.
- You partner with executive leadership to establish and maintain strategic objectives.
- Team Management & Development
- You lead mentor and develop multi-level geographically dispersed teams.
- You ensure staffing training and performance management support operational excellence.
- You promote a strong understanding of the Quality Management System (QMS) global regulatory requirements and data privacy laws.
- Cross-Functional Collaboration
- You collaborate with Quality Regulatory Affairs R&D Medical Affairs Engineering Operations Legal and Customer Service to resolve product issues and improve customer satisfaction.
- You actively contribute to product design and risk management teams.
- You participate in the Quality Action Committee for key risk management decisions.
- Regulatory Compliance & Reporting
- You ensure complaint handling and reporting processes comply with global regulations (FDA EU MDR ISO 13485 etc.).
- You communicate directly with global regulatory authorities regarding product complaints and trends.
- You support Internal and External Audit Activities.
- You oversee identification and reporting of potentially reportable events to regulatory agencies.
- Data Analytics & Continuous Improvement
- You leverage data analytics to identify trends risks and improvement opportunities.
- You monitor global data to detect emerging issues and evaluate effectiveness of corrective actions.
- You drive digitalization and process simplification to enhance efficiency and scalability.
- You translate customer feedback into actionable insights for product and process improvements.
- Performance Monitoring & Governance
- You establish departmental metrics goals and service level agreements (SLAs).
- You report key performance indicators (KPIs) to executive leadership.
- You ensure follow-up and corrective actions when SLAs or metrics are not met.
What makes you successful:
- Proven experience leading global teams in complaint handling post-market surveillance or related quality/regulatory functions.
- Deep understanding of global regulatory requirements and standards (FDA EU MDR ISO 13485 etc.).
- Strong analytical skills with experience in high-integrity data-driven decision-making.
- Excellent communication and leadership abilities.
- A minimum of 8-10 years of experience in complaint vigilance and quality assurance within the medical device / biotechnology industry.
What youll get: (this section should not be modified)
- 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.
Education Requirements:
Typically requires a bachelors degree with 15 years of industry experience.
Travel Required:
25% with the ability to travel internationally.
Remote Workplace: Your location will be a home office; you are not required to live within commuting distance of your assigned Dexcom site (typically 75 miles/120km). If you reside within commuting distance of a Dexcom site (typically 75 miles/120km) a hybrid working environment may be available. Ask about our Flex workplace option.
Please note: The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may at its discretion assign or reassign duties and responsibilities to this job at any time. The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity age national origin or protected veteran status and will not be discriminated against on the basis of disability. Dexcoms AAP may be viewed upon request by contacting Talent Acquisition at
If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process please contact Dexcom Talent Acquisition at
Meritain an Aetna Company creates and publishes the Machine-Readable Files on behalf of Dexcom. To link to the Machine-Readable Files please click on the URL provided: 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.
Salary:
$156400.00 - $260600.00Required Experience:
Director
Employment Type
Full-Time
