Sr. Manager - Capability Leader, Sentiment Intelligence

Meet the team:

Dexcom has been ranked in the Top 10 on Forbes “Best Customer Service” list 2 years in a row. The Technical Support team is redefining how MedTech support is delivered, customer obsessed, technology first and outcome driven. We’re building intelligent support layers that guide patients, providers, and partners through seamless journeys anchored on customer success.

The GPO organization is the core transformation group responsible for architecting and owning the end-to-end technical support process for Dexcom globally. It is the driving force behind process design, reliability, transformation, and governance to deliver measurable business impact. The GPO group engages with direct and matrixed teams, working with internal departments (Product Management, CX, IT, Quality & Regulatory, etc.) to achieve outstanding experience, retention, and financial results.

Where you come in:

As the Competency Lead for Sentiment Intelligence (SI), you build and operate a single integrated Voice-of-Customer system that converts Genesys/CallMiner/Qualtrics signals into trusted friction themes, quantified opportunities, and closed-loop measurement. Reporting to the Director, Technical Support GPO, you enable SPOs and pods to make confident tradeoffs and prove whether interventions improved experience, retention, and operational outcomes. Establish and run insight data governance (taxonomy, lifecycle, QA routines, content standards, versioning, retirements, corrective actions).

• Own the integrated VoC strategy for Technical Support and stand up an end-to-end signals pipeline across tools and channels.
• Build and govern a friction taxonomy that consistently classifies themes across regions, segments, and contact types.
• Publish decision-ready insights: quantified opportunity sizing (friction → impact), top drivers, and recommended priorities.
• Create standardized dashboards and scorecards (experience, sentiment, effort, retention signals, contact drivers) with clear definitions and governance.
• Embed insights into operating rhythms: portfolio reviews, backlog routines, readiness decisions, and post-release evaluations.
• Lead closed-loop measurement: baseline → intervention → measured lift; ensure learnings are documented and reused.
• Partner with SPOs to translate insights into backlog actions and to define measurable success criteria for changes.
• Partner with other GPO areas to align measurement plans and ensure changes are measurable and attributable.
• Establish experimentation cadence and “test-and-learn” discipline; recommend A/B or phased approaches where appropriate.
• Ensure data quality and trust: definitions, refresh cadence, sampling logic, and narrative integrity.
• Provide executive-ready storytelling: crisp narratives linking customer pain to business impact and recommended actions.
• Build a learning repository that institutionalizes what worked, what didn’t, and why - improving future decision-making.

What makes you successful:

• Strong expertise in CX/VoC, interaction analytics, sentiment measurement, and experimentation.
• Proven tool fluency across VoC and contact center analytics platforms (CallMiner / Qualtrics) and the ability to integrate signals into a coherent narrative.
• Strong product ownership - connects insights to decisions, tradeoffs, and measurable outcomes.
• High integrity with data and storytelling; builds trust by being consistent, transparent, and evidence-based.
• Strong quantitative, modelling and technology experience.
• Strong analytical skills: opportunity sizing, driver analysis, segmentation, and measurement frameworks.
• Excellent executive communication; can simplify complex findings into clear actions and decisions.
• Strong governance discipline: definitions, taxonomy, refresh cadence, and adoption of reporting standards.
• Bias toward action: ensures insights lead to change, not just reporting.
• Continuous improvement mindset: evolves taxonomies and measures as the operating model matures.

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: