Training and Quality Manager (Customer Service)

Meet the team:

The Customer Service team operates within a Global Business Services environment and is part of Dexcom’s

EMEA Commercial organisation, delivering both customer-facing and back-office support to patients, caregivers, and business partners across the region. Our mission is to enable seamless access to Dexcom’s continuous glucose monitoring (CGM) solutions while delivering a consistent, high-quality, and scalable service experience across markets.

We are seeking an experienced Training and Quality Manager to lead the development, governance, and continuous improvement of the Customer Service training and quality framework. This role plays a key part in

ensuring that teams are equipped with the knowledge, tools, and standards required to deliver consistent, compliant, and high-quality service across customer-facing and back-office activities. The role acts as a bridge

between Commercial priorities and GBS service delivery, ensuring that training, quality standards, and performance insights translate into consistent execution across markets.

Where you come in:

• You will lead the design, delivery, and continuous improvement of training programs across Customer Service, ensuring they support onboarding, ongoing capability development, process readiness, and compliance requirements.

• You will manage and develop a team of Training and Quality Assurance specialists, setting clear priorities, performance expectations, and development plans to enable consistent delivery and strong team performance.

• You will own the Customer Service quality assurance framework, ensuring customer-facing interactions and back-office activities are assessed consistently against agreed service, process, and compliance standards.

• You will establish reporting and insight mechanisms to track training effectiveness, quality performance, knowledge gaps, and improvement opportunities, providing clear visibility of achievements, risks, and areas for further development.

• You will partner with Commercial, Operations, Product, Process, Compliance, and other cross-functional teams to ensure Customer Service training and quality priorities are aligned with business needs, market requirements, and broader operational objectives.

• As part of your responsibilities, you will lead the training and quality readiness approach for product launches, system changes, process transitions, and other operational or commercial initiatives, ensuring effective adoption and sustained performance across teams.

What makes you successful:

• Proven experience leading training and/or quality teams in a customer service, shared services, or operational environment, with the ability to foster a collaborative, results-driven culture.

• Strong understanding of training needs analysis, instructional design, onboarding, knowledge management, and capability-building practices that drive engagement, retention, and performance improvement.

• Experience establishing or managing quality assurance frameworks, including quality monitoring, calibration, feedback routines, performance improvement actions, and clear service standards.

• Strong communication and stakeholder management skills, with the ability to align operational teams, Commercial stakeholders, and cross-functional partners around common standards, priorities, and performance expectations.

• Ability to use data, quality trends, and root cause analysis to identify performance gaps and recommend practical improvement actions that support both individual and team performance.

• Continuous improvement mindset, with a focus on building scalable, consistent, and efficient ways of working that enhance service quality, operational effectiveness, and customer experience.

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.
• 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 and a minimum of 5 to 8 years of relevant experience

Flex Workplace:

• Your primary location will be your assigned Dexcom site, but you may work part of the week from a home office. You must live within commuting distance of your assigned Dexcom site (typically within an hour’s commute).

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.