[Hiring] Sr Manager - Digital Enablement @Dexcom

Role Description

As the Competency Lead for Digital Enablement (DE), you drive platform reliability and digital service performance across SFSC/Genesys/IVR/interfaces, delivering self-service, automation, and seamless assisted handoffs. Reporting to the Head, Strategy & Service Management GBS & Technical Support, you translate outcome needs into coherent platform roadmaps, govern standards, ensure releases land with measurable adoption and stability.

• Own the Technical Support digital enablement strategy across assisted and self-service experiences, aligned to GPO/SPO priorities.
• Govern platform standards, workflows, and integration integrity to ensure end-to-end reliability across SFSC/Genesys/IVR and interfaces.
• Lead defect and design triage with IT; prioritize fixes based on customer impact, operational risk, and process intent.
• Maintain platform utilization health (routing, handoffs, workflow adherence) and publish adoption/usage insights to pods and leaders.
• Deliver automation and self-service roadmaps (IVR/voice bots, guided workflows, AI triage, integrations) for priority intents.
• Translate SPO backlogs into build-ready requirements and delivery plans; ensure clear acceptance criteria and readiness gates.
• Partner with other GPO areas to ensure tools mirror intended processes and embed knowledge/guidance into workflows.
• Coordinate release readiness with other GPO areas to ensure training, compliance evidence, and operational stabilization plans are complete.
• Define and measure outcomes for platform changes (deflection, adoption, stability, contact rate, handle time, customer/agent effort).
• Create governance routines that keep digital performance predictable (monitoring, early warning indicators, incident learnings, prevention).
• Drive stakeholder alignment and decisions across IT, Ops, Product, and regional leaders; manage dependencies and tradeoffs.
• Ensure launches stabilize quickly via hypercare plans, telemetry, adoption monitoring, and rapid iteration loops.

Qualifications

• Strong expertise with contact center platforms and digital service delivery (SFSC, Genesys, CallMiner), integrations, and release management.
• Ability to turn operational friction into scalable digital solutions with measurable outcomes.
• Strong product and customer experience mindset; human-centered design orientation grounded in operational reality.
• Excellent partnership skills across IT, Ops, and process/knowledge teams; drives alignment and execution without authority.
• Data-driven operator: uses telemetry, dashboards, experimentation to guide prioritization and prove value.
• Strong risk/dependency management; anticipates failure modes and protects reliability during change.
• Clear communicator with executive presence; produces decision-ready narratives and transparent reporting.
• Comfort operating in regulated/quality-aware environments with evidence needs and controlled changes.
• Bias for action paired with governance discipline; moves fast while maintaining stability and standards.
• Continuous improvement mindset; learns from incidents and releases to reduce recurring defects and technical debt.

Benefits

• 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.

Experience and Education Requirements

• Typically requires a Bachelor’s degree in a technical discipline with 13+ years of industry experience.
• 5-8 years of previous people management experience.

Remote Workplace

• Your location will be a home office; you are not required to live within commuting distance of your assigned Dexcom site (typically 75 miles/120km).
• If you reside within commuting distance of a Dexcom site (typically 75 miles/120km) a hybrid working environment may be available. Ask about our Flex workplace option.

Salary

$135,100.00 - $225,100.00