Sr. Manager - Capability Leader, Sentiment Intelligence

Dexcom Inc.; Manila; On-site; PHP 1,800,000 - 2,400,000; Full time

Benefits offered by this job

Benefits program

Global growth opportunities

Career development

Job summary

Dexcom is seeking a Competency Lead for Sentiment Intelligence to build and operate a single integrated Voice-of-Customer system across Technical Support. You will translate signals into friction themes, opportunities, and actions, shaping governance and measurements that drive better customer experiences.

Lead cross-functional teams, develop dashboards, and ensure data quality with executive-ready storytelling. Join a global, industry-leading CGM innovator focused on improving health outcomes.

Qualifications

• Strong expertise in CX/VoC, interaction analytics, sentiment measurement, and experimentation.
• Proven tool fluency across VoC and contact center analytics platforms (CallMiner / Qualtrics) and the ability to integrate signals into a coherent narrative.
• Strong product ownership - connects insights to decisions, tradeoffs, and measurable outcomes.
• High integrity with data and storytelling; builds trust by being consistent, transparent, and evidence-based.
• Strong quantitative, modelling and technology experience.
• Strong analytical skills: opportunity sizing, driver analysis, segmentation, and measurement frameworks.
• Excellent executive communication; can simplify complex findings into clear actions and decisions.
• Strong governance discipline: definitions, taxonomy, refresh cadence, and adoption of reporting standards.
• Bias toward action: ensures insights lead to change, not just reporting.
• Continuous improvement mindset: evolves taxonomies and measures as the operating model matures.

Responsibilities

• Own the integrated VoC strategy for Technical Support and stand up an end-to-end signals pipeline across tools and channels.
• Build and govern a friction taxonomy that consistently classifies themes across regions, segments, and contact types.
• Publish decision-ready insights: quantified opportunity sizing (friction impact), top drivers, and recommended priorities.
• Create standardized dashboards and scorecards (experience, sentiment, effort, retention signals, contact drivers) with clear definitions and governance.
• Embed insights into operating rhythms: portfolio reviews, backlog routines, readiness decisions, and post-release evaluations.
• Lead closed-loop measurement: baseline intervention measured lift; ensure learnings are documented and reused.
• Partner with SPOs to translate insights into backlog actions and to define measurable success criteria for changes.
• Partner with other GPO areas to align measurement plans and ensure changes are measurable and attributable.
• Establish experimentation cadence and “test-and-learn” discipline; recommend A/B or phased approaches where appropriate.
• Ensure data quality and trust: definitions, refresh cadence, sampling logic, and narrative integrity.
• Provide executive-ready storytelling: crisp narratives linking customer pain to business impact and recommended actions.
• Build a learning repository that institutionalizes what worked, what didn’t, and why - improving future decision-making.

Skills

CX/VoC

Interaction analytics

Sentiment measurement

Experimentation

CallMiner

Qualtrics

Product ownership

Data storytelling

Governance discipline

Analytical skills

Executive communication

Tools

CallMiner

Qualtrics

Job description

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:

Dexcom has been ranked in the Top 10 on Forbes “Best Customer Service” list 2 years in a row. The Technical Support team is redefining how MedTech support is delivered, customer obsessed, technology first and outcome driven. We’re building intelligent support layers that guide patients, providers, and partners through seamless journeys anchored on customer success.

Where you come in:

As the Competency Lead for Sentiment Intelligence (SI), you build and operate a single integrated Voice-of-Customer system that converts Genesys/CallMiner/Qualtrics signals into trusted friction themes, quantified opportunities, and closed-loop measurement. Reporting to the Director, Technical Support GPO, you enable SPOs and pods to make confident tradeoffs and prove whether interventions improved experience, retention, and operational outcomes. Establish and run insight data governance (taxonomy, lifecycle, QA routines, content standards, versioning, retirements, corrective actions).

• Own the integrated VoC strategy for Technical Support and stand up an end-to-end signals pipeline across tools and channels.
• Build and govern a friction taxonomy that consistently classifies themes across regions, segments, and contact types.
• Publish decision-ready insights: quantified opportunity sizing (friction impact), top drivers, and recommended priorities.
• Create standardized dashboards and scorecards (experience, sentiment, effort, retention signals, contact drivers) with clear definitions and governance.
• Embed insights into operating rhythms: portfolio reviews, backlog routines, readiness decisions, and post-release evaluations.
• Lead closed-loop measurement: baseline intervention measured lift; ensure learnings are documented and reused.
• Partner with SPOs to translate insights into backlog actions and to define measurable success criteria for changes.
• Partner with other GPO areas to align measurement plans and ensure changes are measurable and attributable.
• Establish experimentation cadence and “test-and-learn” discipline; recommend A/B or phased approaches where appropriate.
• Ensure data quality and trust: definitions, refresh cadence, sampling logic, and narrative integrity.
• Provide executive-ready storytelling: crisp narratives linking customer pain to business impact and recommended actions.
• Build a learning repository that institutionalizes what worked, what didn’t, and why - improving future decision-making.

What makes you successful:

• Strong expertise in CX/VoC, interaction analytics, sentiment measurement, and experimentation.
• Proven tool fluency across VoC and contact center analytics platforms (CallMiner / Qualtrics) and the ability to integrate signals into a coherent narrative.
• Strong product ownership - connects insights to decisions, tradeoffs, and measurable outcomes.
• High integrity with data and storytelling; builds trust by being consistent, transparent, and evidence-based.
• Strong quantitative, modelling and technology experience.
• Strong analytical skills: opportunity sizing, driver analysis, segmentation, and measurement frameworks.
• Excellent executive communication; can simplify complex findings into clear actions and decisions.
• Strong governance discipline: definitions, taxonomy, refresh cadence, and adoption of reporting standards.
• Bias toward action: ensures insights lead to change, not just reporting.
• Continuous improvement mindset: evolves taxonomies and measures as the operating model matures.

What you’ll get:

• A front row seat to life changing CGM technology. Learn about our brave #dexcomwarriors community.
• 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:

• 15-25%

At Dexcom, we are committed to providing a fair and inclusive recruitment process, and welcome candidates of all genders and gender identities to apply. If any wording in this description appears unintentionally gendered or exclusionary, please be assured this is not intentional.

Should a reasonable accommodation be necessary to aid a disability, requests should be sent to Dexcom Talent Acquisition at [e-mail].

#DexcomPhilippines