Director, Customer Advocacy – Continuous Improvement and Partnerships

This is a fully remote position, open to applicants in California.

📋 Description

• Establish and drive the strategic vision for Continuous Improvement and Strategic Partnerships.

• Develop the operational framework that aligns organizational priorities, resources, governance, and execution within Customer Advocacy.

• Act as a strategic advisor to the Senior Director of Customer Advocacy.

• Convert business strategies into actionable plans, organizational priorities, and measurable outcomes.

• Oversee the portfolio of strategic initiatives within Customer Advocacy, focusing on prioritization, governance, execution, resource management, and benefits realization.

• Design and implement the Customer Advocacy Management Operating System, which includes business reviews, KPI governance, escalation processes, operating cadences, and executive reporting.

• Create and lead enterprise analytics capabilities, performance metrics, dashboards, reporting frameworks, and data-driven insights.

• Spearhead business systems and digital transformation initiatives, including workflow optimization, automation, system integration, artificial intelligence, and the adoption of emerging technologies.

• Foster 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.

• Lead organizational governance activities, including leadership reviews, strategic planning cycles, risk management discussions, and enterprise decision-making forums.

• Create and nurture a high-performing team responsible for analytics, governance, business systems, process performance, project management, and continuous improvement capabilities.

• Willingness to travel 15–25%.

⛳️ Requirements

• Proven track record in leading enterprise-wide transformations, business operations, strategy, continuous improvement, or organizational effectiveness initiatives within complex global organizations.

• Demonstrated capability to influence senior leaders and stakeholders across various functions without direct authority.

• Strong strategic thinking and business acumen, with the ability to link organizational objectives to operational execution.

• Experience in 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.

• In-depth knowledge of Lean, Six Sigma, business process management, and organizational transformation techniques.

• Experience in leading digital transformation initiatives, optimizing business systems, identifying automation opportunities, and implementing technology-enabled process improvements.

• Exceptional skills in communication, executive presentation, relationship-building, and stakeholder management.

• Proven success in building and leading multidisciplinary teams while fostering organizational capabilities and developing future leaders.

• Ability to excel in ambiguous environments, manage competing priorities, and drive results through collaboration, influence, and accountability.

• Typically requires a Bachelor's degree with over 15 years of industry experience.

• A minimum of 9 years of successful management experience in a relevant industry.

• Willingness to travel 15–25%.

🏝️ Benefits

• A comprehensive benefits program.

• Opportunities for growth on a global scale.

• Access to career development through in-house learning programs and/or qualified tuition reimbursement.

• An innovative, industry-leading organization committed to employees, customers, and communities.

• A remote home office workplace.

• A flexible workplace option may be available for employees within commuting distance of a Dexcom site.