Manager Customer Service

Meet the team:

The Customer Service team is part of Dexcom’s EMEA Commercial organization, delivering both customer-facing and back-office support to patients, caregivers, and business partners across the region. Our mission is to ensure seamless access to Dexcom’s continuous glucose monitoring (CGM) solutions while providing a high-quality, end-to-end service experience.

We are seeking an experienced Customer Service Manager to support operations primarily for the UK & Ireland markets, while contributing to broader initiatives across EMEA, the US, and Canada. This role plays a key part in driving operational excellence, supporting business growth, and continuously enhancing service delivery in a fast-paced, regulated environment.

Where you come in:

• Drive high-quality service delivery for UK & Ireland, ensuring consistency across customer-facing and back-office activities
• Support regional and global initiatives, including new product launches and process rollouts across EMEA and other markets
• Shape and execute workforce strategy, developing short- and long-term capacity plans aligned with business growth and demand patterns
• Lead team performance and development, including hiring, onboarding, capability building, and succession planning
• Ensure operational excellence, maintaining agreed Service Levels, CSAT performance, and compliance with service policies and regulatory requirements
• Leverage data and insights to monitor performance, identify trends, and continuously improve outcomes
• Drive process optimization, applying structured problem-solving to enhance efficiency and customer experience
• Collaborate cross-functionally with Commercial, Supply Chain, HR, IT, and external vendors to resolve issues and strengthen service delivery
• Foster a high-performing culture, promoting engagement, accountability, and a strong customer-first mindset

What makes you successful:

• Proven experience leading customer service operations in a multi-market or international environment
• Strong operational management skills, with a track record of delivering against service levels, CSAT, and performance targets
• Data-driven mindset, with the ability to translate insights into actionable improvements
• Experience in workforce planning, balancing demand, capacity, and efficiency
• Strong stakeholder management skills, with the ability to collaborate and influence across functions and regions
• Structured problem-solving capabilities, including root cause analysis and implementation of sustainable solutions
• Continuous improvement mindset, with experience optimizing processes and driving operational efficiency
• Excellent communication skills, with the ability to lead teams and engage stakeholders at different levels

What you’ll get:

• A comprehensive onboarding and training on the job.
• Opportunity to work in a diverse and inclusive environment with colleagues representing 45 different nationalities.
• Hybrid working model, offering the flexibility to work both remotely and in a modern, well-equipped office space.
• 5 additional vacation days, with potential for more for parents, students, and other cases with approval.
• Opportunity to work from other countries for up to 30 days per year.
• Health Insurance including reduced premiums available for dependents.
• Life and Accident insurance coverage.
• 3rd Pillar Private Pension plan.
• Health and Wellness programs, including access to online coaching and therapy sessions
• Fertility, Family forming, Menopause and Men’s health support services.
• Regular team-building events that foster collaboration and connection.
• Best-in-class training and career development programs.
• Exclusive discounts on restaurants, spas, clothing, gyms, entertainment, and more.
• Access to a fitness tracking app with rewards for staying active.
• Free parking space at the city center office location.
• Language premium allowance if applicable.

Travel Required:

• 5-15%

Experience and Education Requirements:

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

Flex Workplace:

• Your primary location will be an office, based in Vilnius. You will not have an assigned workstation and will work with your manager to determine office visit needs. You must live within commuting distance of your assigned Dexcom site.

Salary:

Monthly base salary for this position is from €4,363.33 to €5,390.00 gross. Final offer will depend on your qualifications, competencies, and professional experience.