Dexcom
Overview
Senior Director Customer Advocacy (Post-Market Surveillance) at Dexcom. The Senior Director of Global Customer Advocacy is responsible for leading the company’s global complaint handling and post-market surveillance programs, ensuring product safety, regulatory compliance, and customer satisfaction. This role drives strategic oversight of adverse event reporting, vigilance, and trend analysis, while partnering cross-functionally with Quality, Regulatory, Legal, Clinical, Medical Affairs, Engineering, and Operations to resolve key product issues. Leveraging data analytics, industry best practices, and scalable systems, the Senior Director ensures efficient, compliant processes that support continuous improvement and align with global regulatory requirements. Responsibilities
Strategic Leadership & Oversight: Define and execute global strategy for complaint handling and post-market surveillance across multi-site, multi-country operations; develop departmental strategic plans aligned with global regulations and corporate initiatives; own and manage departmental budget and capital spending plans; partner with executive leadership to establish and maintain strategic objectives. Team Management & Development: Lead, mentor, and develop multi-level, geographically dispersed teams; ensure staffing, training, and performance management support operational excellence; promote a strong understanding of the Quality Management System (QMS), global regulatory requirements, and data privacy laws. Cross-Functional Collaboration: Collaborate with Quality, Regulatory Affairs, R&D, Medical Affairs, Engineering, Operations, Legal, and Customer Service to resolve product issues and improve customer satisfaction; actively contribute to product design and risk management teams; participate in the Quality Action Committee for key risk management decisions. Regulatory Compliance & Reporting: Ensure complaint handling and reporting processes comply with global regulations (FDA, EU MDR, ISO 13485, etc.); communicate with global regulatory authorities regarding product complaints and trends; support internal and external audit activities; oversee identification and reporting of potentially reportable events to regulatory agencies. Data Analytics & Continuous Improvement: Leverage data analytics to identify trends, risks, and improvement opportunities; monitor global data to detect emerging issues and evaluate effectiveness of corrective actions; drive digitalization and process simplification to enhance efficiency and scalability; translate customer feedback into actionable insights for product and process improvements. Performance Monitoring & Governance: Establish departmental metrics, goals, and service level agreements (SLAs); report KPIs to executive leadership; ensure follow-up and corrective actions when SLAs or metrics are not met. What makes you successful
Proven experience leading global teams in complaint handling, post-market surveillance, or related quality/regulatory functions. Deep understanding of global regulatory requirements and standards (FDA, EU MDR, ISO 13485, etc.). Strong analytical skills with experience in high-integrity, data-driven decision-making. Excellent communication and leadership abilities. A minimum of 8-10 years of experience in complaint vigilance and quality assurance within the medical device / biotechnology industry. 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. Education & Travel
Education Requirements: Typically requires a bachelor’s degree with 15+ years of industry experience. Travel Required: 25% with the ability to travel internationally. Remote Workplace: Your location will be a home office; you are not required to live within commuting distance of your assigned Dexcom site (typically 75 miles/120km). If you reside within commuting distance of a Dexcom site a hybrid working environment may be available. Ask about our Flex workplace option. Please note: The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time. The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 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, or protected veteran status and will not be discriminated against on the basis of disability. Dexcom’s AAP may be viewed upon request by contacting Talent Acquisition at talentacquisition@dexcom.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Dexcom Talent Acquisition at talentacquisition@dexcom.com. To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. 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. Salary: $156,400.00 - $260,600.00
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Senior Director Customer Advocacy (Post-Market Surveillance) at Dexcom. The Senior Director of Global Customer Advocacy is responsible for leading the company’s global complaint handling and post-market surveillance programs, ensuring product safety, regulatory compliance, and customer satisfaction. This role drives strategic oversight of adverse event reporting, vigilance, and trend analysis, while partnering cross-functionally with Quality, Regulatory, Legal, Clinical, Medical Affairs, Engineering, and Operations to resolve key product issues. Leveraging data analytics, industry best practices, and scalable systems, the Senior Director ensures efficient, compliant processes that support continuous improvement and align with global regulatory requirements. Responsibilities
Strategic Leadership & Oversight: Define and execute global strategy for complaint handling and post-market surveillance across multi-site, multi-country operations; develop departmental strategic plans aligned with global regulations and corporate initiatives; own and manage departmental budget and capital spending plans; partner with executive leadership to establish and maintain strategic objectives. Team Management & Development: Lead, mentor, and develop multi-level, geographically dispersed teams; ensure staffing, training, and performance management support operational excellence; promote a strong understanding of the Quality Management System (QMS), global regulatory requirements, and data privacy laws. Cross-Functional Collaboration: Collaborate with Quality, Regulatory Affairs, R&D, Medical Affairs, Engineering, Operations, Legal, and Customer Service to resolve product issues and improve customer satisfaction; actively contribute to product design and risk management teams; participate in the Quality Action Committee for key risk management decisions. Regulatory Compliance & Reporting: Ensure complaint handling and reporting processes comply with global regulations (FDA, EU MDR, ISO 13485, etc.); communicate with global regulatory authorities regarding product complaints and trends; support internal and external audit activities; oversee identification and reporting of potentially reportable events to regulatory agencies. Data Analytics & Continuous Improvement: Leverage data analytics to identify trends, risks, and improvement opportunities; monitor global data to detect emerging issues and evaluate effectiveness of corrective actions; drive digitalization and process simplification to enhance efficiency and scalability; translate customer feedback into actionable insights for product and process improvements. Performance Monitoring & Governance: Establish departmental metrics, goals, and service level agreements (SLAs); report KPIs to executive leadership; ensure follow-up and corrective actions when SLAs or metrics are not met. What makes you successful
Proven experience leading global teams in complaint handling, post-market surveillance, or related quality/regulatory functions. Deep understanding of global regulatory requirements and standards (FDA, EU MDR, ISO 13485, etc.). Strong analytical skills with experience in high-integrity, data-driven decision-making. Excellent communication and leadership abilities. A minimum of 8-10 years of experience in complaint vigilance and quality assurance within the medical device / biotechnology industry. 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. Education & Travel
Education Requirements: Typically requires a bachelor’s degree with 15+ years of industry experience. Travel Required: 25% with the ability to travel internationally. Remote Workplace: Your location will be a home office; you are not required to live within commuting distance of your assigned Dexcom site (typically 75 miles/120km). If you reside within commuting distance of a Dexcom site a hybrid working environment may be available. Ask about our Flex workplace option. Please note: The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time. The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 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, or protected veteran status and will not be discriminated against on the basis of disability. Dexcom’s AAP may be viewed upon request by contacting Talent Acquisition at talentacquisition@dexcom.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Dexcom Talent Acquisition at talentacquisition@dexcom.com. To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. 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. Salary: $156,400.00 - $260,600.00
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