Manager - Technical Support

Meet the team: The Technical Support team plays a critical role in supporting patients, parents, and caregivers who rely on Dexcom Continuous Glucose Monitoring (CGM) technology. As part of a 24/7 global support organization, the team ensures every interaction delivers a high-quality, empathetic, and solution-focused experience. As a Technical Support Manager, you will lead a diverse team, drive service excellence, and help shape how we support our growing community of users. Where you come in: * You lead and manage day-to-day operations of a 24/7 Technical Support team, ensuring strong performance and service delivery. * You coach, mentor, and develop team members through regular feedback, call monitoring, and performance reviews. * You set clear, measurable goals and track team performance through metrics and continuous assessment. * You ensure high-quality patient interactions by guiding your team in troubleshooting technical issues and delivering empathetic support. * You manage staffing levels, call volumes, and queue performance to meet service level targets. * You participate in call forecasting, workforce planning, and service level modeling. * You handle escalated patient issues, including investigation, prioritization, and resolution of complex concerns. * You collaborate with cross-functional teams to resolve customer issues and improve support processes. * You create, implement, and communicate policies, procedures, and best practices across the team. * You ensure compliance with quality systems, regulatory requirements, and data privacy standards. * You leverage tools, systems, and technology to improve support processes and team efficiency. * You develop, track, and analyze team and department metrics to drive performance improvements. * You lead continuous improvement initiatives to enhance customer experience, quality, and operational efficiency. * You coordinate and support technical training programs for new hires and existing team members. * You support new product launches and represent Technical Support in cross-functional planning discussions. * You contribute to budgeting activities and resource planning. * You maintain and update documentation including procedures and policies as needed. * You support service excellence standards aligned with internal policies and regulatory requirements. * You collaborate with senior leadership to improve and scale the call center experience. * You provide on-call support for personnel, customer, and system-related issues as needed. * You perform other relevant tasks and responsibilities as assigned by your manager. What makes you successful: * You bring strong experience managing teams in a high-volume, 24/7 call center environment. * You have experience supporting technical, healthcare, or medical device-related products. * Your leadership style is positive, solution-oriented, and focused on team development. * Your communication skills allow you to engage effectively with customers, teams, and stakeholders. * You demonstrate strong coaching and mentoring capabilities, including developing training programs. * You are comfortable managing shifting priorities and meeting multiple deadlines in a fast-paced environment. * Your analytical mindset helps you interpret metrics and drive performance improvements. * You are highly organized, detail-oriented, and action-driven. * You are able to work independently while collaborating across teams and functions. * Your flexibility allows you to support varying schedules, including weekends and on-call needs. Nice to have: * Your experience includes supporting complex or highly technical products in a 24/7 environment. * Your background includes customer support within healthcare, diabetes care, or medical technology. What you’ll get: * A front row seat to life changing CGM technology. Learn about our brave #dexcomwarriors community. * A full and...