Product Manager Stelo Support Platforms

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.

Meet the team:

Join our dynamic and innovative consumer team at the crux of innovation technology and consumer products! We are dedicated to empowering individuals to take control of their metabolic health through cutting-edge biosensor technology and intuitive app experiences. If youre passionate about pushing the boundaries of whats possible and thrive in fast-moving environments we want you on our team.

Where you come in:

• You will own the technical ecosystem that powers Stelos global customer service organization.
• You define and communicate a product vision and roadmap for an omnichannel support experience across chat voice and web selfservice channels
• You lead endtoend product development and lifecycle management of support platformsfrom discovery and requirements through launch and continuous optimizationusing Agile methods.
• You drive the design configuration and ongoing management of AI-powered conversational experiences including intent design and NLU/NLP tuning for chat and IVR.
• You partner with Engineering IT UX/UI Data Science Customer Support Operations and Compliance to align priorities gather requirements and deliver improvements.
• You establish and track KPIs (e.g. selfservice containment CSAT Customer Effort Score (CES)) identify dropoffs and misclassifications and translate insights into optimizations.
• You enable scalable support for partners through digital workflows (e.g. complaint intake status visibility) that improve efficiency transparency and satisfaction.
• You ensure support processes and tooling align with regulatory and complaint-handling requirements while improving customer experience.
• You own and improve content and selfhelp assets (FAQs technical and customer support agent scripts transactional emails) and iterate based on performance data and evolving customer needs.
• Scale support infrastructure to support international markets managing localization and regional privacy laws.

What makes you successful:

• You are obsessed with reducing customer effort and making the support experience feel like a feature not a chore.
• You have the discipline to operate in a regulated environment where all customer facing content must be approved and is subject to auditing.
• You dont just fix a bug you build a workflow that prevents the bug from being created in the first place.
• You have strong product management experience delivering customer-facing platforms and workflows across multiple channels.
• You bring expertise in conversational UX and digital selfhelp tools including journey mapping and conversation flow design.
• You can analyze chatbot and support performance data and convert insights into actionable product and content improvements.
• You understand (or are eager to deepen) knowledge of NLU/NLP concepts and how to improve intent recognition and response quality.
• You communicate clearlywriting concise requirements and crafting compelling content for diverse audiences.
• You are a resilient problem solver who can navigate ambiguity adapt to changing priorities and deliver results in a fastpaced environment.
• Your collaboration skills help you partner effectively with crossfunctional teams and drive alignment through stakeholder management.
• You can craft natural brandaligned dialogues scripts and talking points and continuously iterate based on performance metrics.

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%

Experience and Education Requirements:

• Typically requires a Bachelors degree and a minimum of 8-12 years of related experience.
• At this level a graduate degree may be desirable with 4 years of related experience

Platforms / Systems (familiarity helpful):

• You have familiarity with customer support and CRM ecosystems such as Salesforce Service Cloud and complaint management tooling (e.g. Smarteeva).
• You have familiarity working with conversational platforms and tooling such as Voiceflow and Google Dialogflow CX.
• You can collaborate in delivery tooling such as JIRA and test management approaches (e.g. XRay) and use visualization/mapping tools (e.g. Lucidchart).
• You can interpret dashboards and analytics (e.g. Tableau) and when needed partner with data teams to investigate trends (e.g. via BigQuery)
• Familiarity inVeeva PromoMats managing the end-to-end Medical Legal Regulatory (MLR) review process to ensure that all customer facing support content utilizes only current clinically approved assets.

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.

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