Senior Director, Global Technical Support & CX

Dexcom, Inc.; Taguig; Hybrid; PHP 900,000 - 1,400,000; Full time

Benefits offered by this job

Comprehensive benefits program

Global growth opportunities

Career development & tuition reimburse

Job summary

Dexcom, Inc. is seeking an experienced leader to elevate our customer support organization in the Philippines. You will oversee product support, supervise call center representatives across voice, chat, and email, and build systems that provide fast, accurate answers.

The role includes reporting issues to design, ensuring training during upgrades, and selecting/developing staff for an efficient function. Leadership responsibilities include coaching managers, coordinating technical training, and

Qualifications

• 5-8 years of people management experience in a high call volume BPO/Shared Services/Healthcare environment.
• Bachelor's Degree with 13+ years of industry experience.
• Experience training and mentoring staff, including the development of training programs.
• Strong written and oral communication skills.
• Emotional intelligence to drive objective decisions.
• Ability to make crucial decisions.
• Flexible in schedule, including at least one weekend day.
• Willingness to travel as needed.
• Cross-functional collaboration experience.

Responsibilities

• Oversee support of customers using the company's products.
• Supervise representatives handling voice, chat, and email inquiries.
• Establish and maintain knowledge base/FAQs to provide quick answers.
• Report new or recurring issues to design teams.
• Ensure staff are trained when products are upgraded or released.
• Select, develop, and evaluate personnel for efficient operation.
• Coach and guide managers to achieve objectives and develop talent.
• Coordinate technical training programs for staff and product training.
• Develop and support corporate people management programs and insights.
• Ensure open, transparent employee communication and timely information sharing.
• Forecast call volumes and participate in workforce management.

Skills

People management

Training & mentoring

Communication

Emotional intelligence

Decision making

Scheduling flexibility

Travel willingness

Leadership coaching

Education

Bachelor's Degree

Job description

Dexcom, Inc. is seeking an experienced leader to elevate our customer support organization in the Philippines. You will oversee product support, supervise call center representatives across voice, chat, and email, and build systems that provide fast, accurate answers.

The role includes reporting issues to design, ensuring training during upgrades, and selecting/developing staff for an efficient function. Leadership responsibilities include coaching managers, coordinating technical training, and