Sr Staff Program Manager

Meet the team:

Dexcom has been ranked in the Top 10 on Forbes “Best Customer Service” list two years in a row. The Technical Support team is redefining how MedTech support is delivered—customer obsessed, technology first, and outcome driven. We are building intelligent support layers that guide patients, providers, and partners through seamless journeys anchored on customer success. The Sr Staff Program Manager TS is a key part that delivers value to customers and internal stakeholders through the delivery of programs and projects that support the execution of strategy at a global, regional or functional level.

Where you come in:

• You will lead complex Technical Support programs and projects from business case, charter, and intake through go-live, hypercare, closure, and lessons learned.
• You will prepare portfolio governance materials, steering committee updates, and executive-ready reporting that translate delivery progress into strategic impact, risks, decision points, and value delivered.
• You will build and maintain integrated project plans, milestone roadmaps, dependency maps, RAID logs, decision records, change control documentation, and stage-gate materials to improve delivery predictability.
• You will coordinate cross-functional dependencies across Technical Support, IT, Product, Customer Advocacy, Operations, analytics, and regional teams, proactively surfacing tradeoffs and mitigation plans.
• You will support benefits realization by defining outcome metrics up front, tracking performance against targets, and helping close the loop on customer, caregiver, frontline, and operational value.
• You will partner with analytics and functional leaders to maintain dashboard inputs, portfolio data hygiene, capacity visibility, and resource alignment for transparent decision-making.
• You will enable adoption of new Technical Support tools, workflows, and processes through readiness planning, training coordination, launch support, adoption tracking, and sustained performance follow-up.
• You will support the Technical Support PMO Leader in translating Technical Support strategy into well-governed programs, clear delivery plans, and measurable outcomes.
• You will coach/mentor project managers and support our project manager development program.

What makes you successful:

• You have a university degree in a relevant field; advanced degree or certifications in program management, project management, agile delivery, change management, customer support operations, or process improvement are preferred.
• You bring strong knowledge of program and project management practices, including portfolio intake, business cases, charters, stakeholder registers, RAID logs, stage gates, change control, closure, and lessons learned.
• You are a disciplined, outcomes-oriented program manager who connects Technical Support strategy to execution plans, milestones, dependencies, and measurable business value.
• You have experience delivering cross-functional programs in Technical Support, customer support operations, technology, product, quality, customer advocacy, or similar global business environments.
• You communicate clearly with senior leaders and working teams, turning complex execution details into concise narratives, risks, decisions, and next steps.
• You influence without authority across functions, geographies, and cultures while building trust through transparency, follow-through, and sound judgment.
• You are comfortable working in hybrid delivery environments, tailoring waterfall, agile, or blended approaches based on program needs, regulatory considerations, operational realities, and stakeholder readiness.
• You understand how Technical Support operational needs translate into scalable technology, process, training, knowledge management, and change management requirements.
• You demonstrate customer obsession and a strong appreciation for the patient, caregiver, provider, partner, and frontline team experience within Technical Support.

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:

• 5-15%

Experience and Education Requirements:

• Typically requires a bachelor’s degree and a minimum of 13+ years of related experience.
• At this level a graduate degree may be expected with 6 years of related experience.

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