Supervisor Inside Operations

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:

As a Supervisor, Inside Operations you will lead, develop, and mentor CGM commercial support team for an assigned region/area that ensures key performance metric goals are achieved.  This includes direct supervision of customer support representatives to ensure your team delivers expected quality and timely customer service. 

As a commercial support professional, you proficiently hit assigned targets, manage, and coach employees to achieve department performance standards and provide training while monitoring teams for effective customer support skills. Moreover, you will support team members identifying improvement opportunities and ensure proactive and professional communication with other departments. Other responsibilities include recruiting and onboarding new team members, as well as analysing key performances indicators and complaint management, as well as developing new strategies and procedures to achieve high levels of customer satisfaction, retention, and acquisition.

Where You Come In:

• Hiring and onboarding new team members.
• Coaching staff members on operational processes and tools, identifying mid- term/long-term team‘s training needs.
• Ensuring effective work instructions maintenance  and compliance to it.
• Setting team‘s and individual performance objectives and managing team’s adherence to agreed Service Levels.
• Monitoring individual attendance and performance, addressing improvement opportunities if applicable.
• Providing service quality monitoring and coaching that focus on customer support effectiveness, Dexcom products and high standards of customer experience.
• Providing direct support to customers (internal & external) as needed and escalation handling.
• Managing daily/weekly/monthly work schedules of direct reports.
• Closely collaborate with key stakeholders and other operational functions  across organisation to support business objectives.
• Driving  continuous improvement culture in the team to achieve process efficiency, communication, and customer satisfaction improvements.
• Implementing & maintaining Management Operating System to ensure that team operates efficiently and effectively.
• Drives and supports employee engagement activities within the team for an exceptional employee experience.
• Develop & drive team reporting.
• Performs other duties as assigned.

What Makes You Successful:

• Fluent in English language.
• Fluent in Spanish language - advantage.
• Excellent written and verbal communication skills.
• Possess prior formal or informal leadership/supervisory experience, including team management and development.
• Have ability to analyze data, generate reports and present it to stakeholders.
• Demonstrate a highly positive attitude, willingness to learn and lead by example, ability to drive high employee engagement.

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. 

Travel:

• 0-25%

Experience and Education Requirements:

• Typically requires a Bachelor’s degree with 5- 8 years of industry experience • Informal management/ team lead experience

Imagine a workplace where your ideas are valued, your growth is supported, and your efforts directly contribute to our success. We believe in fostering a culture where everyone feels empowered, inspired, and excited to come to work each day. If you're looking for a role that offers more than just a job, where you can truly make a difference and have fun while doing it, then we can't wait to meet you! Join us and be a part of something extraordinary.

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.

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.

Monthly base salary for this position is from €2,953.75 to €3,648.75 gross. Final offer will depend on your qualifications, competencies, and professional experience.