Dexcom
Sr Product Manager - Customer Service & Support Solutions
Dexcom, San Diego, California, United States, 92189
Sr Product Manager - Customer Service & Support Solutions
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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. We are broadening our vision beyond diabetes to empower people to take control of health with personalized, actionable insights aimed at solving important health challenges. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions.
Meet The Team: Our Product Management – Platform and Services team builds the foundational capabilities behind Dexcom’s ecosystem of applications and experiences—where medical device rigor meets digital innovation. We operate at the intersection of customer experience, clinical expertise, AI insights, interoperability, and SaMD, delivering scalable solutions that support both regulated and non-regulated modules. From intelligent workflows and clinical decision support to identity management, data governance, and personalized therapy, our portfolio powers Dexcom’s connected ecosystem across all segments and interfaces.
Where You Come In As a Senior Product Manager - Customer Service & Support Solutions, you will lead Dexcom’s customer service and support experience strategy, embedding scalable, empathetic, and data-informed service delivery into Dexcom products across both digital and human channels. You will define, develop, and launch new tools and workflows that empower users to access key services, resolve issues quickly and bring cohesion to our customers’ Support and Service journey with Dexcom.
Key Responsibilities
Strategy and Prioritization: Own the roadmap for Dexcom’s customer service and support solutions, aligning priorities with global business and clinical goals. Design flows that support proactive, self-service, and agent-assisted support.
Microservices Development: Translate experience level requirements into support capabilities and define modular services that power customer service and support experiences across Dexcom’s global ecosystem, driving reuse and consistency.
Data Integration: Identify key data inputs and support integration efforts across the Dexcom ecosystem.
Cross-Functional Collaboration: Work across engineering, customer service, customer support, customer experience, IT, and commercial teams to deliver integrated, scalable, and compliant solutions.
Experience Alignment: Ensure services are surfaced in intuitive, meaningful ways that support user goals and drive engagement.
Market Differentiation: Benchmark against competitive offerings and emerging technologies to define Dexcom’s unique value.
Performance Monitoring: Validate impact of owned services and drive continuous improvement across service touchpoints to ensure best-in-class experiences.
What Makes You Successful
7+ years in product management or related field, preferably in digital solutions or data driven services
Experience defining product requirements across a diverse global customer base
Ability to work cross-functionally to ensure development of products based on customer and business requirements
Proven ability to work in cross-functional teams and use influence management effectively with cross-functional partners and senior management
Strong presentation, influence, and communication skills
Strong business case preparation and prioritization skills
Comfortable engaging and navigating technical and design discussions
Ability to work successfully with ambiguity and in fast-paced environments
What You’ll Get
A front row seat to life-changing CGM technology. Learn about our Dexcom 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
5-15%
Experience And Education Requirements
Typically requires a Bachelor’s degree and a minimum of 13+ years of related experience.
At this level a graduate degree may be expected with 6 years of related experience.
Remote Workplace Your location will be a home office; you are not required to live within commuting distance of your assigned Dexcom site. If you reside within commuting distance, a hybrid working environment may be available. Please inquire about our Flex workplace option.
Equal Employment Opportunity: Dexcom is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status, or disability. Dexcom’s AAP may be viewed upon request by contacting Talent Acquisition at talentacquisition@dexcom.com. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Salary: $141,800.00 - $236,400.00
Note: This job description may be subject to change at any time. Dexcom is not responsible for any fees related to unsolicited resumes/applications from staffing or recruiting agencies.
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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. We are broadening our vision beyond diabetes to empower people to take control of health with personalized, actionable insights aimed at solving important health challenges. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions.
Meet The Team: Our Product Management – Platform and Services team builds the foundational capabilities behind Dexcom’s ecosystem of applications and experiences—where medical device rigor meets digital innovation. We operate at the intersection of customer experience, clinical expertise, AI insights, interoperability, and SaMD, delivering scalable solutions that support both regulated and non-regulated modules. From intelligent workflows and clinical decision support to identity management, data governance, and personalized therapy, our portfolio powers Dexcom’s connected ecosystem across all segments and interfaces.
Where You Come In As a Senior Product Manager - Customer Service & Support Solutions, you will lead Dexcom’s customer service and support experience strategy, embedding scalable, empathetic, and data-informed service delivery into Dexcom products across both digital and human channels. You will define, develop, and launch new tools and workflows that empower users to access key services, resolve issues quickly and bring cohesion to our customers’ Support and Service journey with Dexcom.
Key Responsibilities
Strategy and Prioritization: Own the roadmap for Dexcom’s customer service and support solutions, aligning priorities with global business and clinical goals. Design flows that support proactive, self-service, and agent-assisted support.
Microservices Development: Translate experience level requirements into support capabilities and define modular services that power customer service and support experiences across Dexcom’s global ecosystem, driving reuse and consistency.
Data Integration: Identify key data inputs and support integration efforts across the Dexcom ecosystem.
Cross-Functional Collaboration: Work across engineering, customer service, customer support, customer experience, IT, and commercial teams to deliver integrated, scalable, and compliant solutions.
Experience Alignment: Ensure services are surfaced in intuitive, meaningful ways that support user goals and drive engagement.
Market Differentiation: Benchmark against competitive offerings and emerging technologies to define Dexcom’s unique value.
Performance Monitoring: Validate impact of owned services and drive continuous improvement across service touchpoints to ensure best-in-class experiences.
What Makes You Successful
7+ years in product management or related field, preferably in digital solutions or data driven services
Experience defining product requirements across a diverse global customer base
Ability to work cross-functionally to ensure development of products based on customer and business requirements
Proven ability to work in cross-functional teams and use influence management effectively with cross-functional partners and senior management
Strong presentation, influence, and communication skills
Strong business case preparation and prioritization skills
Comfortable engaging and navigating technical and design discussions
Ability to work successfully with ambiguity and in fast-paced environments
What You’ll Get
A front row seat to life-changing CGM technology. Learn about our Dexcom 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
5-15%
Experience And Education Requirements
Typically requires a Bachelor’s degree and a minimum of 13+ years of related experience.
At this level a graduate degree may be expected with 6 years of related experience.
Remote Workplace Your location will be a home office; you are not required to live within commuting distance of your assigned Dexcom site. If you reside within commuting distance, a hybrid working environment may be available. Please inquire about our Flex workplace option.
Equal Employment Opportunity: Dexcom is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status, or disability. Dexcom’s AAP may be viewed upon request by contacting Talent Acquisition at talentacquisition@dexcom.com. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Salary: $141,800.00 - $236,400.00
Note: This job description may be subject to change at any time. Dexcom is not responsible for any fees related to unsolicited resumes/applications from staffing or recruiting agencies.
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr