Associate Customer Experience Manager

🕒 Yesterday

🇺🇸 United States – Remote

💵 $82.9k - $138.1k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

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Dexcom

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1999

🏥 Healthcare

💼 Consulting

🏭 Manufacturing

Healthcare • Consulting • Manufacturing

Dexcom is a leading provider of continuous glucose monitoring (CGM) systems, revolutionizing how people manage diabetes and track their glucose levels. Known for their best-in-class glucose biosensing technology, Dexcom offers products like the Dexcom G7 CGM system, which provides real-time glucose monitoring and insights to help individuals become healthier. Founded in 1999, Dexcom has consistently innovated in the field of diabetes management, empowering users to take control of their health with accurate and advanced glucose monitoring solutions. Their products are designed for both adults and children and do not require a prescription.

📋 Description

• Support end-to-end operations for North America CX and Voice of the Customer programs, including survey design, programming, quality assurance, launch, monitoring, maintenance, analysis, reporting, and stakeholder follow-through on new product launches • Own day-to-day North America Stelo CX program operations, including surveys, dashboards, system integrations, closed-loop ticketing, and issue resolution • Customize and maintain surveys, workflows, reports, dashboards, distributions, access, and governance across multiple markets and languages • Partner with IT and business teams on integrations between survey platforms and Salesforce, Veeva, digital platforms, and ticketing workflows; troubleshoot issues and coordinate testing • Manage recurring data pulls, routine analyses, and repeatable reporting • Analyze structured and unstructured customer feedback to identify trends, pain points, loyalty drivers, risks, and opportunities • Support AI-enabled tools and automated workflows for feedback coding, complaint identification, synthesis, and reporting • Develop reports, dashboards, presentations, and readouts translating customer data into implications and recommended actions • Collaborate with Technical Support, Customer Service, Product, Marketing, Quality, Data Science, IT, and regional market teams to prioritize customer experience improvements • Manage project timelines, documentation, translations, regulatory and privacy inputs, testing, and stakeholder communications across concurrent initiatives

🎯 Requirements

• Experience supporting customer experience, Voice of the Customer, consumer insights, market research, customer analytics, or related programs • Experience designing, programming, deploying, and maintaining customer surveys • Experience using Qualtrics, Forsta, or a comparable experience management platform • Strong quantitative and qualitative data analysis skills • Ability to identify themes and drivers and translate findings into recommendations • Ability to communicate data through presentations, dashboards, and written summaries • Strong project management and organizational skills • Strong attention to detail and commitment to data quality • Problem-solving and troubleshooting skills • Excellent written and verbal communication skills • Ability to work across functions, regions, and time zones • Customer-centric mindset • Bachelor’s degree • Minimum of 5–8 years of related experience • Willingness to travel 5–15%

🏖️ Benefits

• 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 • Home office workplace • Flex workplace option may be available for employees within commuting distance of a Dexcom site • 5–15% travel opportunity