Customer Advocacy Specialist 2

About Dexcom

Founded in 1999, Dexcom, Inc. (NASDAQ: DXCM), develops and markets Continuous Glucose Monitoring (CGM) systems for ambulatory use by people with diabetes and by healthcare providers for the treatment of people with diabetes. The company is the leader in transforming diabetes care and management by providing CGM technology to help patients and healthcare professionals better manage diabetes. Since the company’s inception, Dexcom has focused on better outcomes for patients, caregivers, and clinicians by delivering solutions that are best in class - while empowering the community to take control of diabetes. Dexcom reported full-year 2022 revenues of $2.9B, a growth of 18% over 2021. Headquartered in San Diego, California, with additional offices in the Americas, Europe, and Asia Pacific, the company employs over 8,000 people worldwide.

Meet the Team:

As a Specialist, Customer Advocacy you will be responsible for the in-depth review, analysis and maintenance of the processes, activities and tools used for complaint handling associated to post-market product performance.

This position serves as a cross-functional liaison and subject matter expert in the area of post-market and can be expected to participate in projects involving complaint handling and product performance.

Part of key responsibilities will be leading and contributing to process improvement initiatives that involved cross-collaborative teams such as Customer/Technical Support, Field Failure Analysis, Quality Assurance, Quality Compliance, Regulatory, R&D, Human Factors, and Marketing & Commercialization Teams.

Where you come in:

• Systematically review and analyze complaint records at all complexity levels for possible product malfunction/safety issues to ensure accurate classification and post-market product performance trending.
• Assist in leading and may provide guidance on complaint investigations and support less senior team members.
• Build and maintain relationships with key stakeholders in the area of post-market surveillance as it relates to complaint handling and product performance, collaborating with Customer/Technical Support, Field Failure Analysis, Quality Assurance, Quality Compliance, Regulatory, R&D, Human Factors, and Marketing & Commercialization Teams.
• Participate and provide input on Corrective Action, Preventative Action (CAPA) and Health Hazard Assessment (HHA)core teams.
• Evaluate current processes to identify inefficiencies, bottlenecks, and areas for improvement.
• Analyze data and metrics to understand performance trends and areas needing attention.
• Gather feedback from stakeholders to gain insights into pain points and opportunities for enhancement.
• Establish standardized frameworks and methodologies for process improvement initiatives.
• Promote knowledge sharing and cross-departmental collaboration to leverage lessons learned
• Partner cross-functionally to support the deployment of methodologies and tools, such as robotic process automation efforts and complaint system updates to promote operational excellence and scalability throughout the global Customer Advocacy organization.
• Establish new and/or revise procedures/work instructions to ensure compliance with domestic and international regulations within the framework of established policies and procedures.
• Support internal, external, and third-party audits.
• Manage small projects and contribute to large projects.
• Assume and perform other duties as assigned.

What makes you successful:

• Fluent in English
• Work experience in medical device or pharmaceutical industry would be an advantage.
• Demonstrate high-level proficiency post-market product surveillance activities as they relate to complaint handling and global health authority reporting in compliance with all domestic and international regulations (i.e., MDD, EU MDR, CFR, ISO13485 and other applicable regulations)
• Ability to work independently with minimal supervision and as a team player within a department as well as with other departments.
• Analytical with ability to define problems, collect data, establish facts, and draw valid conclusions.
• Effective verbal, listening, and written communication skills.
• Ability to articulate progress, challenges, and solutions effectively to leaders or colleagues.
• Ability to manage and prioritize multiple projects and tasks in a fast-paced environment.
• Able to make decisions quickly using information at hand and evaluate the need to obtain clarification and direction when necessary.

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 o