Sr. Manager - Technical Support

Meet the team: Join our dynamic and innovative team at [Company Name], where we are dedicated to transforming lives through cutting-edge technology. Our department is at the forefront of customer support, ensuring that our clients receive the best possible assistance with our products. We pride ourselves on fostering a collaborative and inclusive environment. If you're passionate about making a difference and working with a team that values creativity and excellence, this is the place for you! Where you come in: * You oversee the support of customers encountering problems using the company's products. * You supervise representatives answering customer inquiries via voice, chat, and email. * You establish and maintain systems that provide answers to common questions and problems. * You report new or recurring problems to design departments. * You ensure representatives are properly trained when old products are upgraded or new products are released. * You select, develop, and evaluate personnel to ensure the efficient operation of the function. What makes you successful: * You develop and measure performance objectives and key performance indicators for your workstream/region. * You ensure that corporate, quality, and service goals are met, including proper staffing levels of the team. * You continuously improve and evaluate processes to enhance quality and customer service experience, building customer loyalty and brand value. * You leverage technology to improve processes/systems to build and lead a world-class department. * You collaborate with other departments to identify, test, and implement work process and system improvements. * You create, implement, communicate, and interpret new/existing policies or procedures to the team. * You ensure that staff understands and complies with all elements of the Quality System, regulatory requirements, confidentiality, and privacy. * You manage dynamic call volumes by queues and participate in call forecasting, service level call modeling, and workforce management. * You partner with other departments to resolve issues involving customer support needs. * You initiate and make recommendations regarding processes, policies, and procedures. * You write/update documents for company procedures and policies as needed. Leadership and People Management: * You coach and guide managers in achieving their objectives and goals, including their personal development. * You coordinate technical training programs for existing and new product training. * You develop and support Corporate’s people management and development programs, providing necessary insights and suggestions to further develop existing programs. * You ensure that employee communication remains open, updated, and transparent, providing accurate information/data at the right time and venue. * You act as a coach and mentor to support organizational capability and development. * You showcase excellent knowledge of the company’s culture and mission and advocate our core values. Financial Management: * You help the Tower Leader manage the cost per resource to meet agreed targets. * You develop and support cost management initiatives through various tools to identify and eliminate unnecessary expenses. * You manage and control the approved budget. * You assist with the annual budgeting processes. Strategy Development and Execution: * You develop and drive internal strategies, initiatives, and programs to support the corporate goals and objectives of the Technical Support Tower and the GBS organization. * You determine needed revisions of objectives and plans according to current business conditions. Others: * You assume and perform special product duties as assigned. Qualifications: To perform this job successfully, you must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * You have 5-8 years of previous people management experience within a high call volume BPO/Shared Services/Healthcare environment. * You hold a Bachelor’s Degree with 13+ years of industry experience. * You have experience with training and mentoring staff, including the development of training programs. * You possess highly developed interpersonal skills with excellent written and oral communication skills. * You embody strong emotional intelligence skills to drive objectivity in making fair and just decisions. * You have the ability to make crucial decisions. * You are flexible in schedule, working at least one weekend day, based on customer call volume, seasonality, and team needs. * You have proven ability working with multiple short-term deadlines and dynamic changing priorities. * You are highly detailed and action-oriented. * You must be enthusiastic, solution-oriented, and positive in leadership style. * You travel as needed on occasion. * You desire and are willing to be part of something amazing! Preferred Qualifications: * Preferred experience supporting highly technical/complex product teams in a 24/7 environment. * Amenable to work on a hybrid setup. * Experience working for a Shared Services organization. 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: * 0-5% #LI-Hybrid 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.