Director, Customer Advocacy - Continuous Improvement and Partnerships

Meet the team: You'll join Dexcom's Global Customer Advocacy organization, a mission-driven team focused on protecting patient safety, enhancing customer experiences, and ensuring operational excellence across the product lifecycle. As Customer Advocacy continues to evolve, the Continuous Improvement & Strategic Partnerships function serves as the organizational enablement engine that connects strategy, operations, analytics, systems, governance, and cross-functional collaboration. The team works across Customer Advocacy Operations, Product Surveillance, Quality, Regulatory, Clinical, Commercial, IT, and other enterprise functions to ensure priorities are aligned, decisions are data-driven, and organizational capabilities scale to support future growth. This highly visible leadership role acts as the strategic integration point for Customer Advocacy, partnering closely with senior leaders to establish operating frameworks, drive transformational initiatives, optimize business performance, and create sustainable capabilities that enable the organization to achieve its long-term objectives. Where you come in: * Establish and lead the strategic vision for Continuous Improvement & Strategic Partnerships, creating the operating framework that aligns organizational priorities, resources, governance, and execution across Customer Advocacy. * Serve as a strategic advisor to the Sr. Director of Customer Advocacy, translating business strategy into actionable plans, organizational priorities, and measurable outcomes. * Lead the Customer Advocacy portfolio of strategic initiatives, ensuring effective prioritization, governance, execution, resource management, and benefits realization across multiple programs and workstreams. * Design and implement the Customer Advocacy Management Operating System (MOS), including business reviews, KPI governance, escalation processes, operating cadences, and executive reporting. * Develop and lead enterprise analytics capabilities, establishing performance metrics, dashboards, reporting frameworks, and data-driven insights that support operational excellence and strategic decision-making. * Provide leadership for Customer Advocacy business systems and digital transformation initiatives, including workflow optimization, automation, system integration, artificial intelligence, and emerging technology adoption. * Establish a culture of continuous improvement through standardized methodologies, structured problem-solving, process optimization, and scalable operational frameworks. * Build strategic partnerships across Quality, Regulatory, Clinical, R&D, Manufacturing, Customer Experience, Commercial, and Information Technology organizations to improve cross-functional alignment and execution. * Lead organizational governance activities, facilitating leadership reviews, strategic planning cycles, risk management discussions, and enterprise decision-making forums. * Build and develop a high-performing team responsible for analytics, governance, business systems, process performance, project management, and continuous improvement capabilities. What makes you successful: * Proven experience leading enterprise-wide transformation, business operations, strategy, continuous improvement, or organizational effectiveness initiatives within complex global organizations. * Demonstrated ability to influence senior leaders and stakeholders across multiple functions without direct authority. * Strong strategic thinking and business acumen with the ability to connect organizational objectives to operational execution. * Experience establishing governance frameworks, management operating systems, portfolio management practices, and business performance review processes. * Expertise in data analytics, business intelligence, KPI development, executive reporting, and performance-management methodologies. * Deep understanding of process excellence and continuous-improvement methodologies, including Lean, Six Sigma, business process management, and organizational transformation techniques. * Experience leading digital-transformation initiatives, business systems optimization, automation opportunities, and technology-enabled process improvements. * Exceptional communication, executive presentation, relationship-building, and stakeholder-management skills. * Demonstrated success building and leading multidisciplinary teams while developing organizational capabilities and future leaders. * Ability to thrive in ambiguous environments, balance competing priorities, and drive results through collaboration, influence, and accountability. 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% Experience and Education Requirements: * Typically requires a Bachelor’s degree with 15+ years of industry experience * 9+ years of successful management experience in relevant industry 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. Please note: The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time. The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Dexcom’s AAP may be viewed upon request by contacting Talent Acquisition at talentacquisition@dexcom.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Dexcom Talent Acquisition at talentacquisition@dexcom.com. Meritain, an Aetna Company, creates and publishes the Machine-Readable Files on behalf of Dexcom. To link to the Machine-Readable Files, please click on the URL provided: https://health1.meritain.com/app/public/#/one/insurerCode=MERITAIN_I&brandCode=MERITAINOVER/machine-readable-transparency-in-coverage?reportingEntityType=TPA_19874&lock=true AI in Hiring Notice: We may use AI supported tools to help make our hiring process more efficient, consistent, and accessible for candidates around the world. All hiring decisions are made by people. Salary: $164,200.00 - $273,600.00