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CANADA

Manager of Customer Operations

Vancouver - British Columbia (BC),

Dexcom

Job Description:

About Dexcom:
Founded in 1999, Dexcom, Inc. provides continuous glucose monitoring technology to help patients and their clinicians better manage diabetes. Since our inception, we have focused on better outcomes for patients, caregivers, and clinicians by delivering solutions for people with diabetes - while empowering our community to take control of diabetes.

Essential Duties & Responsibilities:


  • Oversees, evaluates, implements, and manages all areas of inside sales, insurance verification, and customer service, including all related procedures, policies, training, and support technologies.

  • Strives to meet or exceed new patient sales and revenue goals, as well as key customer operations and satisfaction metrics. Develops, maintains, and reports on performance against these metrics accordingly.

  • Aligns with the goals of the company to provide effective and innovative processes, enabling the company to successfully scale with the deployment and support of the product.

  • Undertakes key initiatives to accelerate the sales cycle, improve and streamline process, gain staffing efficiencies and drive sales outcomes.

  • Strives to deliver a best-in-class, captivating, scalable customer experience that builds loyalty and enables consistent sales and profit growth.

  • Actively seeks out opportunities to leverage key technology platforms such as Salesforce.com (CRM), Salesforce Commerce Cloud (e-commerce), and Salesforce Marketing Cloud (marketing automation) to help drive process efficiencies and enhance overall customer satisfaction. Within customer-facing platforms such as e-commerce, specifically looks for opportunities for customers to self-serve.

  • Works with peers in Marketing, Market Access, Field Sales and Sales Operations departments to define and prioritize efforts.

  • Gains business insight and creates SMART action plans and projects that improve execution, drive results and gain efficiencies

  • Builds a high-performance team:
    • Attracts recruits and hires a highly qualified team to provide support.

    • Owns talent management lifecycle of direct reports including onboarding, assessment, retention, career development, succession planning and recognition

    • Communicates effectively with sales leadership team, associates and peers, including cascading relevant information to direct reports

    • Disseminates and trains on core competencies. Establishes coaching structure around same and other performance measures.

    • Ensures the completion and execution of development plans for each individual within the department.

    • Conducts end of year calibration and performance reviews. Assist direct reports with department goal setting and reviews progress to goals on a regular basis. Conducts merit reviews. Provides regular feedback to direct reports regarding department success in meeting defined goals and standards

  • Derives and maintains support-staffing models to ensure that the company is meeting and exceeding support and retention goals and ensuring that support is able to adapt, as the business needs change.

  • Executes reviews of all associated processes and performance reports to ensure that the highest quality of inside sales, insurance verification, sales administration and customer service possible is achieved.

  • Oversees the investigation of escalated complaints, such as those concerning rates or service in connection with any product or service offered.

  • Develops a system to analyzes customer service feedback scores and reports on findings and recommends response to same, considering nature and complexity of complaints, requirements, and actions of subordinates to ensure settlements are made correctly.

  • Stays within budget for each fiscal year.

  • Authorizes retention of data and preparation of documents for use during governmental, Health Canada, ISO, or customer inquiries.

  • Aligns the Customer Operations department with other departments that support our customer base including Technical Support and Dexcom Care.

  • Responsible for ensuring that department understands and complies with quality standards and requirements as documented.

  • This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.


Preferred Qualifications:


  • Previous call center leadership experience preferred.

  • Previous experience working in an organization that operates in a Direct-to-Consumer model is preferred.

  • Experience working with CRM platforms (Salesforce.com), e-commerce systems (Salesforce Commerce Cloud / Demandware), and Marketing Automation platforms (Salesforce Marketing Cloud) an asset.

  • Experience in diabetes or healthcare is a plus.


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.


Travel Required:


  • Up to 25%


To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.

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