Sr Business Process Analyst

Meet the team:

The Technical Support organization helps customers receive consistent, high-quality support by connecting people, processes, data, and technology. The team partners across operations, quality, training, workforce, product, and technology groups to improve how work is performed, measured, and sustained. This role will help turn business needs and operational insights into scalable processes that strengthen the customer and employee experience.

Where you come in:

• Lead end-to-end analysis and redesign of complex business processes across Technical Support, identifying opportunities to improve quality, efficiency, consistency, and customer outcomes.
• Partner with business leaders, subject matter experts, and cross-functional teams to define requirements, document current and future-state workflows, and translate operational needs into practical solutions.
• Use data, performance trends, and root-cause analysis to identify process gaps, quantify business impact, and recommend prioritized improvements.
• Build and maintain process maps, business requirements, standard operating procedures, controls, and governance documentation that support clear ownership and sustainable execution.
• Facilitate workshops and working sessions to align stakeholders, resolve process issues, and drive decisions from discovery through implementation.
• Support change readiness, testing, implementation, and adoption of process and technology improvements, including clear success measures and post-launch monitoring.
• Develop dashboards, reports, and executive-ready updates that communicate progress, risks, dependencies, and realized benefits.
• Coach partners on process improvement methods and help establish repeatable practices for continuous improvement across the organization.

What makes you successful:

• You are a structured problem solver who can simplify complex operational challenges and turn ambiguity into clear actions.
• You have strong business process analysis skills, including process mapping, requirements gathering, root-cause analysis, and future-state design.
• You bring advanced analytical capability and can use data to develop insights, validate opportunities, and measure results.
• You communicate clearly with frontline teams, technical partners, and senior leaders, and can influence decisions without relying on direct authority.
• You have experience facilitating cross-functional workshops and managing multiple priorities, dependencies, and stakeholders.
• You are proficient with tools used for analysis, documentation, and visualization, such as Excel, PowerPoint, Visio or comparable process-mapping tools, and reporting platforms.
• You understand change management, testing, implementation, and process governance practices needed to sustain improvements.
• Your experience with customer support operations, CRM or case-management environments, Lean or Six Sigma methods, automation, or Power BI is a plus.

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.

Experience and Education Requirements:

• Typically requires a Bachelor’s degree and a minimum of 8-12 years of related experience.
• At this level a graduate degree may be desirable with 4 years of related experience

#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.