Manager Customer Service

Meet the team: The Customer Service team is part of Dexcom’s EMEA Commercial organization, delivering both customer-facing and back-office support to patients, caregivers, and business partners across the region. Our mission is to ensure seamless access to Dexcom’s continuous glucose monitoring (CGM) solutions while providing a high-quality, end-to-end service experience. We are seeking an experienced Customer Service Manager to support operations primarily for the UK & Ireland markets, while contributing to broader initiatives across EMEA, the US, and Canada. This role plays a key part in driving operational excellence, supporting business growth, and continuously enhancing service delivery in a fast-paced, regulated environment. Where you come in: * Drive high-quality service delivery for UK & Ireland, ensuring consistency across customer-facing and back-office activities * Support regional and global initiatives, including new product launches and process rollouts across EMEA and other markets * Shape and execute workforce strategy, developing short- and long-term capacity plans aligned with business growth and demand patterns * Lead team performance and development, including hiring, onboarding, capability building, and succession planning * Ensure operational excellence, maintaining agreed Service Levels, CSAT performance, and compliance with service policies and regulatory requirements * Leverage data and insights to monitor performance, identify trends, and continuously improve outcomes * Drive process optimization, applying structured problem-solving to enhance efficiency and customer experience * Collaborate cross-functionally with Commercial, Supply Chain, HR, IT, and external vendors to resolve issues and strengthen service delivery * Foster a high-performing culture, promoting engagement, accountability, and a strong customer-first mindset What makes you successful: * Proven experience leading customer service operations in a multi-market or international environment * Strong operational management skills, with a track record of delivering against service levels, CSAT, and performance targets * Data-driven mindset, with the ability to translate insights into actionable improvements * Experience in workforce planning, balancing demand, capacity, and efficiency * Strong stakeholder management skills, with the ability to collaborate and influence across functions and regions * Structured problem-solving capabilities, including root cause analysis and implementation of sustainable solutions * Continuous improvement mindset, with experience optimizing processes and driving operational efficiency * Excellent communication skills, with the ability to lead teams and engage stakeholders at different levels 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. * Hybrid working model, offering the flexibility to work both remotely and in a modern, well-equipped office space. * 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...