Sr. Manager - Capability Leader, Sentiment Intelligence

The Company Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.   We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us. Meet the team: Dexcom has been ranked in the Top 10 on Forbes “ Best Customer Service ” list 2 years in a row. The Technical Support team is redefining how MedTech support is delivered, customer obsessed, technology first and outcome driven. We’re building intelligent support layers that guide patients, providers, and partners through seamless journeys anchored on customer success. The GPO organization is the core transformation group responsible for architecting and owning the end-to-end technical support process for Dexcom globally. It is the driving force behind process design, reliability, transformation, and governance to deliver measurable business impact. The GPO group engages with direct and matrixed teams, working with internal departments (Product Management, CX, IT, Quality & Regulatory, etc.) to achieve outstanding experience, retention, and financial results. Where you come in: As the Competency Lead for Sentiment Intelligence (SI), you build and operate a single integrated Voice-of-Customer system that converts Genesys/CallMiner/Qualtrics signals into trusted friction themes, quantified opportunities, and closed-loop measurement. Reporting to the Director, Technical Support GPO, you enable SPOs and pods to make confident tradeoffs and prove whether interventions improved experience, retention, and operational outcomes. Establish and run insight data governance (taxonomy, lifecycle, QA routines, content standards, versioning, retirements, corrective actions). Own the integrated VoC strategy for Technical Support and stand up an end-to-end signals pipeline across tools and channels. Build and govern a friction taxonomy that consistently classifies themes across regions, segments, and contact types. Publish decision-ready insights: quantified opportunity sizing (friction → impact), top drivers, and recommended priorities. Create standardized dashboards and scorecards (experience, sentiment, effort, retention signals, contact drivers) with clear definitions and governance. Embed insights into operating rhythms: portfolio reviews, backlog routines, readiness decisions, and post-release evaluations. Lead closed-loop measurement: baseline → intervention → measured lift; ensure learnings are documented and reused. Partner with SPOs to translate insights into backlog actions and to define measurable success criteria for changes. Partner with other GPO areas to align measurement plans and ensure changes are measurable and attributable. Establish experimentation cadence and “test-and-learn” discipline; recommend A/B or phased approaches where appropriate. Ensure data quality and trust: definitions, refresh cadence, sampling logic,