Manager Technical Support - India

The Company

Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And were just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what weve started: Improving human health.

We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. Weve already changed millions of lives and were ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. Well get there by constantly reinventing unique biosensing-technology experiences. Though weve come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.

Meet The Team

Dexcom has been ranked in the Top 10 on Forbes Best Customer Service list 2 years in a row. The Technical Support team is redefining how MedTech support is delivered, customer obsessed, technology first and outcome driven. Were building intelligent support layers that guide patients, providers, and partners through seamless journeys anchored on customer success.

Where You Come In

As a Technical Support Manager, you play a pivotal role in leading and shaping the customer experience in India. You will be responsible for overseeing day-to-day operations, managing vendor performance, and building a high-performing team to deliver exceptional technical support. You will partner closely with external vendors and internal stakeholders to ensure service excellence, operational stability, and continuous improvement across the market.

• You lead and manage external vendor partners delivering technical and customer support, ensuring performance meets agreed service levels and quality standards.
• You oversee day-to-day operations of the Technical Support function, ensuring consistent, high-quality support delivery across all interactions.
• You build, lead, and develop a high-performing team, including hiring, onboarding, coaching, and performance management.
• You partner with Workforce Management to ensure appropriate staffing levels and effective management of demand.
• You manage escalations and complex customer issues, ensuring timely resolution and a positive customer experience.
• You implement and embed policies, processes, and standards while driving continuous improvement in quality and efficiency.
• You collaborate cross-functionally with teams such as quality, supply chain, and commercial to resolve issues and improve the end-to-end experience.
• You track, analyse, and report on key performance metrics, using insights to drive accountability and operational improvements.
• You ensure compliance with internal policies, regulatory requirements, and quality standards across all activities.

• You are an experienced people leader, with a strong track record of building and developing high-performing teams in a healthcare related field.
• You bring solid experience in vendor management, including driving performance, accountability, and continuous improvement.
• You have strong operational leadership capability, with the ability to manage competing priorities in a fast-paced environment.
• You are a clear and confident communicator, able to engage effectively with both internal stakeholders and external partners.
• You are highly analytical and data-driven, using insights to identify issues and drive improvements.
• You take ownership and demonstrate accountability, with a proactive, solutions-focused approach.
• You are process-oriented and continuously looking for ways to improve quality, efficiency, and customer outcomes.
• You are fluent in English and comfortable operating in a dynamic and diverse market environment.

• 0 – 15%
• Preferred location is Bengaluru or Mumbai, in line with where the Tech Support team will be located.

• Typically requires a Bachelors degree with 8-12 years of industry experience
• 2-5 years of previous management or lead experience

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.

At Dexcom, we are committed to providing a fair and inclusive recruitment process, and welcome candidates of all genders and gender identities to apply. If any wording in this description appears unintentionally gendered or exclusionary, please be assured this is not intentional.

Should a reasonable accommodation be necessary to aid a disability, requests should be sent to Dexcom Talent Acquisition at [HIDDEN TEXT].