Sr Manager Enterprise Applications- CRM and Contact Center

Senior Manager, Enterprise Applications

Dexcom Corporation 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: The Senior Manager, Enterprise Applications provides strategic and operational leadership for Dexcom's enterprise platforms that support customer engagement, order management, and service operations. This role is accountable for mission-critical systems – including Salesforce CRM (Sales, Service, Experience Clouds), Genesys Contact Center, and Fluent Order Management System (OMS) – ensuring these platforms are scalable, secure, and fully integrated to meet business needs. As a strategic partner to senior Business, Operations, Commercial, Technical Support and IT leaders, the Senior Manager translates business needs into technology solutions that drive measurable outcomes. In Dexcom's fast-growing environment with competing priorities, this leader must effectively manage stakeholder expectations and maintain focus on high-impact initiatives. Given Dexcom's role as a medical device company, the Senior Manager also ensures all enterprise solutions comply with healthcare and data regulations (e.g., HIPAA, GDPR, Sunshine Act, GxP). (This role is primarily U.S.-focused with a dotted-line responsibility for global alignment of enterprise application strategy.)

Where you come in:

• Enterprise Platform Ownership: Own end-to-end lifecycle management of Salesforce, Genesys, and Fluent OMS platforms, ensuring continuous improvement and alignment with business requirements.
• Strategy & Roadmap: Define and execute a multi-year platform roadmap that supports Dexcom's growth. Prioritize enhancements and new features to maximize business value and scalability.
• Systems Integration & Data Quality: Ensure reliable system integrations and high-quality data flow across all platforms. Maintain robust data governance so that customer and order data is consistent, accurate, and accessible for analytics.
• Delivery & Governance: Lead backlog prioritization and agile release planning. Monitor KPIs, SLAs, and system performance to achieve high uptime and fast issue resolution. Oversee vendor relationships and ensure external partners meet delivery and quality expectations.
• Vendor Management & Budgeting: Manage relationships with external vendors and system integrators, including contract negotiation, performance tracking, and service level enforcement. Oversee platform-related budgets, forecasts, and cost optimization initiatives. Ensure alignment of financial planning with strategic priorities and maintain accountability for spend against budget.
• Stakeholder Engagement: Partner with senior leaders in Commercial, Technical Support, Operations, and IT to identify improvement opportunities and address pain points. Balance speed and quality while managing stakeholder expectations and coordinating competing priorities in a high-growth environment.
• Risk, Security & Compliance: Ensure audit readiness, strong security controls, and regulatory compliance (e.g., HIPAA, GDPR, Sunshine Act, GxP). Maintain platform stability through proactive risk management, change control, and disaster recovery planning.
• Emerging Technology Enablement: Drive the adoption of agentic AI workflows and intelligent automation within enterprise applications. Collaborate with AI and data teams to integrate AI-driven virtual agents and automation into CRM and contact center platforms to enhance customer interactions, streamline processes, and improve decision-making.

People & Leadership

• Team Leadership: Build, lead, and inspire a high-performing team of internal application specialists and external system integrators. Foster clear accountability and a strong sense of mission within the team.
• Mentorship & Development: Coach and develop managers and senior engineers to ensure technical excellence, effective delivery practices, and ownership of outcomes. Encourage knowledge sharing and skill development in both functional and technical domains.
• Culture & Collaboration: Promote a culture of data-driven decision making, innovation, and continuous improvement. Lead by example in cross-functional collaboration, ensuring that IT and business teams work closely together to deliver successful technology solutions.

What makes you successful:

• Hands-on experience with CRM, Contact Center, or OMS platforms (e.g., Salesforce, Genesys, Fluent OMS).
• Proven ability to lead high-visibility, cross-functional programs that deliver measurable business outcomes.
• Strong communication, prioritization, and stakeholder management skills.
• Demonstrated technical depth with the ability to engage in architecture, configuration, and integration decisions.

Preferred Qualifications

• Industry & Scale: Experience in global, regulated, or high-availability environments (e.g., healthcare, medical device, or other compliance-driven industries HIPAA, GDPR, Sunshine Act, GxP).
• Systems & Data Expertise: Familiarity with systems integration, data governance, analytics/BI, or process automation (including AI-driven automation) to enhance enterprise application value.
• Certifications & Methodologies: Relevant professional certifications (e.g., Salesforce certifications) and knowledge of best-practice frameworks (Agile/Scrum, ITIL). Experience with change management or business process re-engineering is a plus.

Success Measures / Key Performance Indicators (KPIs)

• Platform Reliability: High platform uptime, performance, and reliability (meeting or exceeding SLAs) for Salesforce, Genesys, and OMS, ensuring uninterrupted support for business operations.
• Delivery Predictability: Consistent on-time delivery of platform enhancements and projects according to the roadmap, with effective management of scope and budget.
• Business Outcomes: Tangible improvements in key business metrics – e.g., better customer experience (CX) scores, increased sales or support productivity, reduced costs, and shorter cycle times – attributable to platform enhancements.
• Stakeholder Satisfaction & Adoption: Strong satisfaction among business stakeholders due to transparent communication and expectation management. High end-user adoption and utilization of new platform features and AI-driven tools, reflecting the solutions' value and ease of use.

What you'll get:

• A front row seat to life changing CGM technology. Learn about our brave #dexcomwarriors community.
• 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.
• An exciting and innovative, industry-leading organization committed to our employees, customers, and the communities we serve.

Travel Required: 0-5%

Experience and Education Requirements:

• Typically requires a Bachelor's degree in a technical discipline with 13+ years of industry experience
• 5-8 years of previous people management experience

Salary: $149,000.00 - $248,300.00