Senior Manager, Customer Service Enablement & Quality

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 Service team operates within a Global Business Services environment and is part of Dexcom’s EMEA Commercial organisation, delivering both customer-facing and back-office support to patients,

caregivers and business partners across the region. Our mission is to enable seamless access to Dexcom’s continuous glucose monitoring (CGM) solutions while delivering a consistent, compliant, high-quality and scalable service experience across markets.

 

We are seeking an experienced Senior Manager to lead Customer Service Enablement and Quality team. This role is responsible for the regional direction, governance and continuous improvement of training, quality

assurance and related enablement capabilities, ensuring Customer Service teams have the knowledge, tools and standards required to perform effectively.

 

The role also provides oversight of process mapping and performance analytics within its area of responsibility, translating insights into practical improvement priorities. Working across markets and functions, the Senior

Manager aligns enablement and quality activities with operational needs, Commercial priorities, compliance requirements and broader Customer Service initiatives. 

Where you come in:

•You will lead the EMEA Customer Service enablement and quality strategy, establishing regional priorities, standards and plans that support customer experience, compliance and operational performance.

• You will lead and develop a team of Training and Quality specialists, setting clear objectives, building capability and ensuring effective delivery across markets.

• You will own and continuously improve the Customer Service quality assurance framework, including quality standards, monitoring, calibration, reporting and performance improvement practices.

• You will oversee training, onboarding, knowledge and ongoing capability-development programmes, ensuring consistent approaches while accommodating relevant market, language and regulatory

requirements.

• You will establish and govern reporting and analytics for training, quality and capability performance, using trends and root-cause analysis to identify risks, improvement opportunities and recommended actions.

• You will provide oversight of process mapping and documentation activities within Customer Service, helping identify process gaps, clarify cross-functional hand-offs and support standardised, scalable ways of working.

• You will lead the enablement and quality readiness approach for product launches, system changes, process transitions and other regional initiatives, supporting effective adoption and sustained

performance.

• You will drive collaboration across Operations, Commercial, Product, Process, Compliance, IT and other enabling functions to align priorities, address dependencies and support cross-functional improvements.

What makes you successful:

• Proven experience leading training, quality, enablement or related capabilities in a customer service, shared services or operational environment, preferably across multiple markets.

• Experience developing regional standards and governance frameworks that enable consistent execution while recognizing legitimate market requirements.

• Strong people leadership skills, with the ability to develop specialists, build accountability and foster a collaborative, results-focused culture.

• Strong understanding of learning and capability development, onboarding, knowledge management and quality assurance practices.

• Experience using performance data, quality trends and root-cause analysis to generate actionable insights and support measurable operational improvements.

• Knowledge of process mapping, process documentation and continuous improvement methods, with the ability to identify gaps, dependencies and opportunities for standardization.

• Demonstrated ability to lead complex cross-functional initiatives and influence stakeholders across Operations, Commercial, Product, Compliance, IT and other functions.

• Strong communication and stakeholder management skills, including the ability to present risks, priorities and recommendations clearly to senior stakeholders

What you’ll get:

• A comprehensive onboarding and training on the job.
• Opportunity to work in a diverse and inclusive environment with colleagues representing 45 different nationalities.
• 5 additional vacation days, with potential for more for parents, students, and other cases with approval.
• Opportunity to work from other countries for up to 30 days per year.
• Health Insurance including reduced premiums available for dependents.
• Life and Accident insurance coverage.
• 3rd Pillar Private Pension plan.
• Health and Wellness programs, including access to online coaching and therapy sessions 
• Fertility, Family forming, Menopause and Men’s health support services.
• Regular team-building events that foster collaboration and connection.
• Best-in-class training and career development programs.
• Exclusive discounts on restaurants, spas, clothing, gyms, entertainment, and more.
• Access to a fitness tracking app with rewards for staying active.
• Free parking space at the city center office location. 
• Language premium allowance if applicable.

Travel Required:

• 5-10%

Experience and Education Requirements:

• Typically requires a bachelor's degree and a minimum of 8 to 10 years of relevant experience

 

Flex Workplace:

• Your primary location will be your assigned Dexcom site, but you may work part of the week from a home office. You must live within commuting distance of your assigned Dexcom site (typically within an hour’s commute).

 

 

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.

AI in Hiring Notice: We may use AI supported tools to help make our hiring process more efficient, consistent, and accessible for candidates around the world. All hiring decisions are made by people.

At Dexcom, we are committed to providing a fair and inclusive recruitment process, and welcome candidates of all genders and gender identities to apply. If any wording in this description appears unintentionally gendered or exclusionary, please be assured this is not intentional.

 

Should a reasonable accommodation be necessary to aid a disability, requests should be sent to Dexcom Talent Acquisition at talentacquisition@dexcom.com.

The monthly base salary for this position is from €5,843.75 to €7,562.50 gross. Final offer will depend on your qualifications, competencies, and professional experience.

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