Director, Customer Advocacy - Continuous Improvement and Partnerships

Meet the team

You'll join Dexcom's Global Customer Advocacy organization, a mission-driven team focused on protecting patient safety, enhancing customer experiences, and ensuring operational excellence across the product lifecycle. The Continuous Improvement & Strategic Partnerships function serves as the organizational enablement engine that connects strategy, operations, analytics, systems, governance, and cross-functional collaboration.

Where you come in

• Establish and lead the strategic vision for Continuous Improvement & Strategic Partnerships, creating the operating framework that aligns organizational priorities, resources, governance, and execution across Customer Advocacy.
• Serve as a strategic advisor to the Sr. Director of Customer Advocacy, translating business strategy into actionable plans, organizational priorities, and measurable outcomes.
• Lead the Customer Advocacy portfolio of strategic initiatives, ensuring effective prioritization, governance, execution, resource management, and benefits realization across multiple programs and workstreams.
• Design and implement the Customer Advocacy Management Operating System (MOS), including business reviews, KPI governance, escalation processes, operating cadences, and executive reporting.
• Develop and lead enterprise analytics capabilities, establishing performance metrics, dashboards, reporting frameworks, and data-driven insights that support operational excellence and strategic decision-making.
• Provide leadership for Customer Advocacy business systems and digital transformation initiatives, including workflow optimization, automation, system integration, artificial intelligence, and emerging technology adoption.
• Establish a culture of continuous improvement through standardized methodologies, structured problem-solving, process optimization, and scalable operational frameworks.
• Build strategic partnerships across Quality, Regulatory, Clinical, R&D, Manufacturing, Customer Experience, Commercial, and Information Technology organizations to improve cross-functional alignment and execution.
• Lead organizational governance activities, facilitating leadership reviews, strategic planning cycles, risk management discussions, and enterprise decision-making forums.
• Build and develop a high-performing team responsible for analytics, governance, business systems, process performance, project management, and continuous improvement capabilities.

What makes you successful

• Proven experience leading enterprise-wide transformation, business operations, strategy, continuous improvement, or organizational effectiveness initiatives within complex global organizations.
• Demonstrated ability to influence senior leaders and stakeholders across multiple functions without direct authority.
• Strong strategic thinking and business acumen with the ability to connect organizational objectives to operational execution.
• Experience establishing governance frameworks, management operating systems, portfolio management practices, and business performance review processes.
• Expertise in data analytics, business intelligence, KPI development, executive reporting, and performance-management methodologies.
• Deep understanding of process excellence and continuous-improvement methodologies, including Lean, Six Sigma, business process management, and organizational transformation techniques.
• Experience leading digital-transformation initiatives, business systems optimization, automation opportunities, and technology-enabled process improvements.
• Exceptional communication, executive presentation, relationship-building, and stakeholder-management skills.
• Demonstrated success building and leading multidisciplinary teams while developing organizational capabilities and future leaders.
• Ability to thrive in ambiguous environments, balance competing priorities, and drive results through collaboration, influence, and accountability.

Experience and Education Requirements

Typically requires a Bachelor's degree with 15+ years of industry experience and 9+ years of successful management experience in relevant industry. Travel Required: 15-25%.