Senior Manager – Digital Enablement

Dexcom

. Drive platform reliability and digital service performance across SFSC/Genesys/IVR/interfaces - delivering self-service, automation, and seamless assisted handoffs .

Posted 5/6/2026full-timeRemote • California • 🇺🇸 United StatesSenior💰 $135,100 - $225,100 per yearWebsite

About the role

Key responsibilities & impact

Drive platform reliability and digital service performance across SFSC/Genesys/IVR/interfaces - delivering self-service, automation, and seamless assisted handoffs
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

Requirements

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

contact center platformsdigital service deliveryintegrationsrelease managementautomationself-serviceAI triageguided workflowsdata analysisrisk management

Soft Skills

people managementpartnership skillsclear communicationstakeholder alignmentcontinuous improvement mindsetoperational friction resolutioncustomer experience mindsethuman-centered designgovernance disciplinebias for action