Own the technical ecosystem that powers Stelo’s global customer service organization.
Define and communicate a product vision and roadmap for an omnichannel support experience across chat, voice, and web self‑service channels.
Lead end‑to‑end product development and lifecycle management of support platforms—from discovery and requirements through launch and continuous optimization—using Agile methods.
Drive the design, configuration, and ongoing management of AI-powered conversational experiences, including intent design and NLU/NLP tuning for chat and IVR.
Partner with Engineering, IT, UX/UI, Data Science, Customer Support Operations, and Compliance to align priorities, gather requirements, and deliver improvements.
Establish and track KPIs (e.g., self‑service containment, CSAT, Customer Effort Score (CES)), identify drop‑offs and misclassifications, and translate insights into optimizations.
Enable scalable support for partners through digital workflows (e.g., complaint intake, status visibility) that improve efficiency, transparency, and satisfaction.
Ensure support processes and tooling align with regulatory and complaint-handling requirements while improving customer experience.
Own and improve content and self‑help assets (FAQs, technical and customer support agent scripts, transactional emails) and iterate based on performance data and evolving customer needs.
Scale support infrastructure to support international markets, managing localization, and regional privacy laws.

Requirements

Typically requires a Bachelor’s degree and a minimum of 8-12 years of related experience.
At this level a graduate degree may be desirable with 4 years of related experience.
Familiarity with customer support and CRM ecosystems such as Salesforce Service Cloud and complaint management tooling (e.g., Smarteeva).
Familiarity working with conversational platforms and tooling such as Voiceflow and Google Dialogflow CX.
Collaboration in delivery tooling such as JIRA and test management approaches (e.g., X‑Ray).
Use visualization/mapping tools (e.g., Lucidchart).
Interpret dashboards and analytics (e.g., Tableau) and, when needed, partner with data teams to investigate trends (e.g., via BigQuery).
Familiarity in Veeva PromoMats managing the end-to-end Medical, Legal, Regulatory (MLR) review process to ensure that all customer facing support content utilizes only current, clinically approved assets.

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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Agile methodsNLUNLPKPI trackingdata analysislocalizationcontent managementcustomer supportCRM ecosystemscomplaint management

Soft Skills

communicationcollaborationleadershipproblem-solvingorganizational skillscustomer focusadaptabilitystrategic thinkinganalytical thinkingcreativity

Certifications

Bachelor's degreegraduate degree