Senior Manager - Customer Complaint Handling
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 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:
The Customer Advocacy Engineering team transforms post-market insights into actions that enhance product safety, performance, and patient experience. In close partnership with R&D, Quality, Clinical, and Regulatory, the team identifies product trends, leads complex investigations, and ensures learnings are translated into improvements across both sustaining products and new product development.
Where you come in:
Lead and develop a multidisciplinary engineering organization responsible for postmarket product investigations, including failure analysis, software investigations, and complex complaint‑driven root cause analysis.
Own the end‑to‑end investigation strategy for product performance issues—ensuring rigorous, data‑driven root cause identification across hardware, software, and system‑level interactions.
Establish and execute strategies to proactively identify product performance risks and ensure patient safety and regulatory compliance
Lead postmarket risk assessments and signal evaluations, partnering closely with cross‑functional stakeholders to determine impact, severity, and required actions.
Drive cross-functional alignment with R&D, Quality, and Medical Affairs to translate field insights into product and process improvements
Drive integration of post-market learnings into the product lifecycle, influencing design controls, product roadmap decisions, and continuous improvement initiatives.
Own and evolve postmarket surveillance plans and reports, ensuring alignment with global regulatory expectations and integration with broader risk management processes.
Partner with R&D to prioritize and implement CAPAs, design changes, and verification of effectiveness
Serve as escalation point for complex, high-risk product issues, leading investigations and executive communications
Establish scalable processes, tools, and engineering capabilities that enhance investigation quality, reduce time to resolution, and improve organizational insight into product performance.
What makes you successful:
Deep technical expertise in product quality, reliability engineering, and post-market surveillance in a regulated industry
Strong knowledge of FDA QSR, ISO standards, complaint handling, and risk management practices
Proven ability to lead engineering teams and deliver results through others in a complex, cross-functional environment
Demonstrated success influencing R&D and product development decisions using data-driven insights
Ability to connect high-level trends to detailed technical investigations and actionable outcomes
Strong problem-solving skills, including structured root cause analysis and data interpretation
Effective executive communicator, able to distill complex technical issues for senior leadership
Experience driving improvements across both sustaining products and new product introduction, while navigating ambiguity and competing priorities
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:
5-15%
Education and Experience:
Typically requires a Bachelor’s degree with 13+ years of industry experience
5-8 years of previous people management experience
Flex Workplace: Your primary location will be a home office. You will not have an assigned workstation and will work with your manager to determine office visit needs. You must live within commuting distance of your assigned Dexcom site (typically 75 miles/120km).
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. Dexcom’s AAP may be viewed upon request by contacting Talent Acquisition at [email protected].
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 [email protected].
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: https://health1.meritain.com/app/public/#/one/insurerCode=MERITAIN_I&brandCode=MERITAINOVER/machine-readable-transparency-in-coverage?reportingEntityType=TPA_19874&lock=true
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.
Salary:
$128,600.00 - $214,400.00