Product Manager - Digital Customer Support

The Company

Dexcom Corporation (NASDAQ DXCM; Market Cap $44.3B) 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 nearly 10,000 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:

As the Product Manager for Digital Customer Support, you’ll join a team of product managers within the Digital Platform Solutions team and work closely with Design, Engineering, Digital Experience, Customer Experience, Product Managers, Customer Support, and Data Science to design, launch, and scale the future of Dexcom’s digital customer support experience. You will lead improvements for existing digital support tools and build a vision and roadmap on how Dexcom can use the latest technology to achieve a digital-first support model that delights customers and works for the business.

You are obsessed about customers and their needs. You love solving complex problems and delivering solutions that are enjoyable and easy to use for customers and internal teams. You are a data-driven decision maker and a team player who wants to partner and collaborate cross-functionally. You are a systematic thinker who can identify constraints and relationships in a complex space, and easily translate customer and user needs and product vision into action to deliver exceptional product experiences.

You have a proven track record of building and shipping digital experiences that enable a digital-first support model with optimized internal workflows. You understand the power of AI, love learning about new technology, and the ways in which new technologies can transform existing use cases and customer needs.

Where you come in:

• Own and drive the roadmap for Dexcom’s digital customer support product experience, reimagining how customers interact with Dexcom and how customer service teams work, using advanced tools and technologies, like generative AI, to improve both.

• Lead cross-functional teams of designers, engineers, marketers, market research, and customer support supervisors to concept, prototype, ship, measure, and improve customer support experiences and internal support workflows.

• Drive solutions from 0 to 1, from concept and detailed product requirements all the way through to successful implementation.

• Conduct market research internally and externally to identify product opportunities.

• Be the voice of customers and Dexcom support teams and internally evangelize a bold vision for the future of customer support at Dexcom.

What makes you successful:

• Entrepreneurial spirit who knows how to scale solutions within a large organization.

• Team player who can be scrappy and roll their sleeves up to get the work done when necessary.

• Strong written/verbal communications and knows how to adapt communications to technical and non-technical audiences and senior leadership.

• A growth mindset and constantly curious about technology trends, products, and customers.

• Strategic thinker who sweats the small stuff, seeing the big picture while caring about details.

• 2-3 years prior Software Product Management experience in medical device or healthcare industry, or other highly regulated industry.

Preferred Qualifications:

• Experience building solutions using generative AI and other AI/ML tools.

• Direct experience working within technical customer support teams.

What you’ll get:

• A front row seat to life changing CGM technology. Learn about our brave #dexcomwarriors community.

• A full and comprehensive benefi