Manager Customer Service

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

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

• 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.