Supervisor Customer Advocacy
About this role
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: We are looking for a Supervisor Customer Advocacy who will be responsible for the supervision of the complaint processing team and complaint processing systems within the framework of established policies, procedures, and compliance requirements. You will be responsible for the maintenance and monitoring of a variety of CGMP documentation including complaint files, complaint processing system, investigations and closure, corrective action, and preventive actions (CAPA), product investigations and maintenance of other related quality system records as required.
Where you come in:
Directly supervise Complaint Specialists, ensuring adherence to organizational policies and relevant regulations.
Conduct interviews, oversee hiring and training processes, and delegate tasks effectively.
Address complaints and resolve issues promptly while assessing team performance and providing constructive feedback.
Motivate team members to pursue professional development opportunities and foster employee engagement.
Manage the overall direction, coordination, and evaluation of the department.
Provide direct supervision to individual contributors and offer support to matrix reports.
Act as an advisor to units or subunits, actively intervening when necessary to meet deadlines and resolve challenges.
What makes you successful:
Proficient in verbal, listening, and written communication, with a demonstrated track record of effectiveness.
Seasoned in Quality Assurance practices, bringing valuable experience to the role.
Extensive background in training and mentoring staff, coupled with expertise in designing and implementing training programs.
Capable of managing global complaint handling, device reporting, and product return processes, including thorough investigation and implementation of corrective actions.
Possess strong proficiency in computer databases, enhancing efficiency and accuracy in data management tasks.
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: (Highlight the appropriate range)
0-15%
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.
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You'll be redirected to dexcom's official application page on Workday.