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.