Operations Director

Meet the team:

Dexcom has been ranked in the Top 10 on Forbes Best Customer Service list 2 years in a row. Dexcom Technical Support is a core enterprise capability - handling the majority of customer interactions postpurchase and playing a critical role in trust retention and brand loyalty. As part of Dexcoms Global Business Services (GBS) organization Technical Support is evolving into a customer success engine: humancentered technologyenabled and outcomesdriven. Operations Execution is the backbone of this model - responsible for daytoday performance reliability and predictability at scale.

Where you come in:

As Director Technical Support Operations you will own global operations execution for our North America customers - ensuring stable compliant costeffective and highperforming Technical Support delivery across sites in Philippines.

You are accountable for running the business:

• Delivering KPIs with zero surprises
• Owning operational readiness and reliability
• Translating strategy and requirements from regional stakeholders into durable operational outcomes

As a key member of TS leadership team you will partner closely with stakeholders and internal team especially the Global Process Owner (GPO) organization to ensure that what is designed can be run scaled and sustained.

Core Accountabilities

Run WorldClass Operations

• Own daytoday Technical Support operations across sites in Philippines and service channels (voice digital backoffice).
• Deliver stable performance across experience cost productivity and compliance KPIs.
• Ensure operational readiness for launches changes and volume shifts including staffing training tooling and escalation paths.
• Lead operational incident management and escalations; restore stability quickly and prevent recurrence.

ZeroSurprise Reliability & Governance

• Operate a zerosurprise model using earlywarning indicators (EWIs) disciplined performance reviews and structured escalation.
• Own operational risk management business continuity planning and site resilience.
• Ensure audit readiness and ongoing compliance with global regulatory and quality requirements in partnership with Quality and GPO.
• Act as the readytorun gate owner for launches and major changes coowning hypercare and stabilization.

Financial & Capacity Accountability

• Own operational cost performance including costtoserve productivity and capacity efficiency.
• Partner with Workforce Management to ensure bestinclass forecasting scheduling and capacity planning.
• Identify and eliminate waste leakage and inefficiencies while protecting customer experience and compliance.

People Leadership & Culture

• Lead and develop senior operations leaders and managers across regions.
• Build a culture of accountability ownership and continuous improvement.
• Ensure the right roles skills and succession plans are in place to support scale and complexity.
• Drive engagement performance management and talent development aligned to Dexcom values.

Partner to Enable Change

• Represent Operations in strategy transformation and design forums-clearly defining operational requirements constraints and risks.
• Translate operational needs into actionable requirements for GPO and enabling teams.
• Ensure changes land cleanly in operations with measurable adoption and performance outcomes.

What makes you successful:

• 10 years leading largescale multisite operations in Technical Support Customer Support or similarly complex service environments.
• Demonstrated success owning daytoday operations execution including experience running voice and digital channels in regulated or highrisk environments.
• Proven track record of delivering operational KPIs with reliability including experience productivity capacity cost and compliance.
• Handson experience with workforce planning capacity management and operational cost control partnering closely with WFM and Finance.
• Strong background operating in regulated environments (medical devices healthcare or comparable industries strongly preferred).
• Experience serving as the operational owner for launches and major change including readiness assessment golive decisioning and stabilization.
• Ability to lead through complexity and scale operating effectively in matrixed global organizations.
• Executivelevel communication skills with the credibility to represent Operations in senior leadership forums.

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:

• 15-25%

Typically requires a Bachelors degree with 15 years of industry experience

9 years of successful management experience in relevant industry

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