Customer Advocacy Supervisor

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:

Customer Advocacy is a group who advocates for our patients through using complaint data to ensure our product is safe and effective.  As our life changing products have made their way to more customers around the globe, so has our need to support them. We now have offices in San Diego, CA; Vilnius, Lithuania; and Manila, Philippines. Although we are spread out around the globe, we work as one team. Team building and Individual Development are very important to Dexcom and Customer Advocacy, so be prepared to learn a new skill, teach a skill in a “lunch and learn”, or hop into a Virtual and in-person Happy Hour!

Where you come in:

• You manage Customer Advocacy activities and carries out leadership responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• You communicate with local and international government regulatory agencies. This includes generating and submitting mandatory adverse event reports as required by federal law and international regulations.
• You prepare work according to budgets and workloads.
• Projections based on data trends.
• You align with corporate objectives, assist in creating quality and Customer Advocacy department objectives and work plans, and delegates assignments to subordinates to assure objectives were met and determine if improvements are required.
• You promote and maintain high-quality patient support standards within the Customer Advocacy department against measured expectations.
• You conduct performance reviews with direct reports.  Assist direct reports with department goal setting, and review progress to goals on a regular basis.  Conduct merit reviews.  Provide regular feedback to direct reports regarding department success in meeting defined goals and standards. 

What makes you successful:

• You are a strong tactical decision-maker that works with multiple departments to obtain information, plan business strategy and handle unforeseen issues.
• You have experience designing, maintaining and executing worldwide complaint handling and investigations, device reporting and product return processes.
• You have strong analytic ability.
• You have the ability to design, develop, and implement personnel key performance indicators.
• You have excellent verbal and written communication skills, including effective listening skills and ability to communicate accurately and effectively one-on-one or in a group setting, as well as in written formats (email, presentations, and business correspondences.)
• You have the ability to work in an environment with multiple short-term deadlines, frequent interruptions and changing priorities.  Contribute high quality work to projects prioritize and meet deadlines.
• Highly desired: You have knowledge of and experience in field of diabetes and CGM technology and previous formal leadership experience. 

What you’ll get: (this section should not be modified)

• 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 learnin