Customer Service Manager Germany (m/f/d)

Dexcom Deutschland GmbH; Mainz; Remote; EUR 85,000 - 110,000; Full time

Benefits offered by this job

Karriereentwicklung durch interne Lern

Fortbildungszuschuss

Umfassende Zusatzleistungen

Globale Entwicklungsmöglichkeiten

Job summary

Dexcom Deutschland GmbH sucht eine erfahrene Führungskraft im Kundenservice, um den deutschen Markt operativ zu leiten und einen qualitativ hochwertigen, regelkonformen Kundendienst sicherzustellen.

Sie entwickeln Strategien, führen das Team, steuern Kapazitäten und arbeiten eng mit Vertrieb, Supply Chain, Qualität, HR und IT zusammen, um Wachstum und Kundenzufriedenheit nachhaltig zu steigern.

Qualifications

• Abgeschlossenes Hochschulstudium (Bachelor) mit 8–12 Jahren Branchenerfahrung.
• 2–5 Jahre Führungserfahrung oder Teamleitung.

Responsibilities

• Führen der Customer Service-Operationen für den deutschen Markt.
• Sicherstellen der Compliance und hohem Serviceniveau.
• Entwicklung der Personalstrategie, Kapazitätsplanung und Scheduling.
• Teamführung, Coaching, Onboarding und Nachfolgeplanung.
• Zusammenarbeit mit Vertrieb, Supply Chain, Qualität, HR, IT und externen Partnern.

Skills

Deutsch

Englisch

Führungserfahrung

Operatives Management

Cross-functional Zusammenarbeit

Regulierungsumfeld-Erfahrung

Education

Bachelor-Abschluss

Job description

The Company

Dexcom Corporation (NASDAQ: DXCM) ist ein Pionier und weltweit führend im Bereich der kontinuierlichen Glukoseüberwachung (CGM). Dexcom begann als kleines Unternehmen mit einem großen Traum: Die Art und Weise, wie Diabetes behandelt wird, für immer zu verändern. Informationen und Erkenntnisse zugänglich zu machen, die zu besseren gesundheitlichen Ergebnissen führen. Heute, 25 Jahre später, haben wir eine ganze Branche geprägt – und wir stehen erst am Anfang. Wir erweitern unsere Vision über Diabetes hinaus, um Menschen zu befähigen, ihre Gesundheit selbst in die Hand zu nehmen. Das bedeutet: personalisierte, umsetzbare Erkenntnisse, die darauf abzielen, wichtige gesundheitliche Herausforderungen zu lösen. Unser Ziel bleibt: Die menschliche Gesundheit zu verbessern.

Meet The Team

The EMEA Customer Service team brings this mission to life by helping patients, caregivers, and business partners access and confidently use Dexcom solutions. Working across multiple countries, languages, and channels, the team delivers customer-facing and back-office services with a shared commitment to listening, acting with integrity, thinking big, and being dependable. We focus on creating consistent, compliant, and high-quality experiences that build customer trust and support Dexcom’s continued growth.

We are seeking an experienced Customer Service Manager to lead operations for the German market. This role will drive team and operational performance, ensure compliant and high-quality service delivery, and lead continuous improvement to strengthen the customer experience, operational excellence, and sustainable business growth in a fast-paced, multilingual, and regulated environment.

Where You Come In

• Lead high-quality Customer Service operations for the German market, ensuring timely, consistent, and compliant customer-facing and back-office services while building scalable capabilities to support potential expansion into other German-speaking markets or a broader remit as business needs evolve
• Own operational performance and governance by setting clear priorities, monitoring service levels, customer satisfaction, quality, and productivity, and taking timely action to address performance gaps and risks
• Shape and execute the workforce strategy by translating demand forecasts and business plans into capacity, scheduling, and resource decisions that balance customer experience, employee well-being, and cost efficiency
• Lead, coach, and develop the team through effective hiring, onboarding, goal setting, performance management, capability building, engagement, and succession planning, while fostering an inclusive, accountable, and customer-focused culture
• Use customer and operational insights to identify trends, address root causes, and deliver measurable improvements in service quality, efficiency, and customer experience
• Ensure effective controls and compliance by maintaining adherence to service policies, standard operating procedures, quality requirements, and applicable regulatory obligations, supported by clear escalation and issue-management processes
• Partner cross-functionally with Commercial, Supply Chain, Quality, HR, IT, and external partners to resolve issues, improve end-to-end processes, and ensure operational readiness
• Support broader business priorities, including new-market opportunities, product launches, service-model evolution, and process rollouts in the countries of responsibility and across EMEA as needed, ensuring effective operational readiness and execution

What Makes You Successful

• Proven experience leading Customer Service operations and teams in Germany, ideally in a multi-market or international environment, in a regulated industry
• Strong people-leadership capabilities, with experience building engaged, accountable, and high-performing teams through effective hiring, coaching, development, and performance management
• Demonstrated operational-management expertise, with a track record of delivering service-level, customer-satisfaction, quality, productivity, and compliance targets
• Experience translating demand forecasts and business plans into effective capacity, scheduling, and resource decisions that balance customer experience, employee well-being, and cost efficiency
• A data-driven, continuous-improvement mindset, with the ability to identify trends and root causes, translate insights into action, and deliver measurable, sustainable outcomes
• Strong cross-functional leadership and influencing skills, with the ability to build effective partnerships, resolve issues, and lead through change across markets, functions, and external partners
• Sound judgement and the ability to manage operational risks and adapt to evolving business priorities, including new markets, product launches, and service-model changes across EMEA
• Fluency in German and English, with the ability to communicate effectively with customers, teams, business partners, and stakeholders across Germany and the wider EMEA region

What You’ll Get

• A front row seat to life changing CGM technology.
• 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

• 0-5

Experience And Education Requirements

• Typically requires a Bachelor’s degree with 8-12 years of industry experience
• 2-5 years of previous management or lead experience

Flex Workplace

Your primary location will be a home office. You will not have an assigned workstation and will work with your manager to determine office visit needs. You must live within commuting distance of your assigned Dexcom site (typically 75 miles/120km).

Hinweis zur Nutzung von künstlicher Intelligenz bei der Personalauswahl

Wir nutzen möglicherweise KI-gestützte Tools, um unseren Einstellungsprozess effizienter, einheitlicher und für Bewerber weltweit zugänglicher zu gestalten. Sämtliche Einstellungsentscheidungen werden von Menschen getroffen.

Bei Dexcom legen wir großen Wert auf einen fairen, inklusiven und geschlechtsneutralen Einstellungsprozess und Bewerber aller Geschlechter und Geschlechtsidentitäten dazu ermutigen, sich zu bewerben.

Sollte eine Formulierung in dieser Beschreibung dennoch einmal geschlechtsspezifisch oder ausgrenzend wirken, ist dies nicht beabsichtigt.

Sollte eine angemessene Vorkehrung zur Unterstützung bei einer Behinderung erforderlich sein, sollten entsprechende Anfragen an die Talent Acquisition von Dexcom gesendet werden [e-mail].

Das jährliche Grundgehalt für diese Stelle liegt zwischen 85.170,00€ und 110.220,00€ brutto. Das endgültige Angebot hängt von deinen Qualifikationen, Kompetenzen und deiner Berufserfahrung ab.

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