Capability Leader - Fraud Management

Meet the team:

Dexcom has been ranked in the Top 10 on Forbes “Best Customer Service” list 2 years in a row. Technical Support is redefining how MedTech support is delivered – customer obsessed, technology first, outcome driven. It is where most customers meet us after purchase: replacements, complaints, and self-service through My Dexcom Account.

As a leading brand we must defend ourselves against organized fraud. This is a newly created capability, working across IT, Product, Finance, Quality & Regulatory, Customer Advocacy, Legal, HR/ER, Security, and Operations.

Where you come in:

You will build and run fraud detection and prevention for Technical Support globally. You report to the Head of Strategy & Service Management, GBS & Global Technical Support, and you work daily with IT, Product, Finance, Quality, Customer Advocacy, Legal, HR, Security, and Operations.

The mandate is easy to say and hard to do:

• Develop and continuously evolve the fraud prevention strategy. Threat modeling, detection strategy, prevention roadmap, response playbooks that protect customers, revenue and the Dexcom brand.
• Partner with Product, Engineering, IT, Security, and Digital teams to embed praud prevention upstream through secure account creation, authentication device validation, identity verification and system design.
• Establish enterprise fraud governance performance metrics and executive reporting that measure fraud exposure, prevented losses, control effectiveness, and operational performance.
• Hunt synthetic identities across throwaway email domains, reused phone and address combinations, newly created accounts, device fingerprints, and bot-driven ordering.
• Close the gaps in the replacement journey: thresholds, order caps, blocked-address logic, off-ramp criteria, and holds across self-service and assisted channels.
• Set the thresholds that decide whether an order ships, goes to review, or gets stopped, then defend where you drew the line.
• Govern the fraud models with our data science and IT partners: features, labeling, precision and recall targets, drift, retraining, explainability.
• Treat false positives as seriously as fraud. Real patients sit in those queues.
• Cut the time between a new pattern appearing and a control going live.
• Push prevention upstream with Product and IT: account creation, authentication, device and serial validation, address verification.
• Test identity, device, and voice fraud vendors against our own fraud and clean orders rather than their marketing decks.
• Lead complex fraud investigations across internal and external threats, partnering with IT, HR, Legal, and Security to ensure timely resolution, governance and policy adherence.
• Put a credible number on exposure and prevented loss with Finance and keep fraud out of the complaint data Quality and Customer Advocacy report.
• Brief TS leadership, the Operating Committee, and Board-level requests. Be the person in the room who knows what the numbers mean.
• Anchor the fraud forum, own the control backlog with IT, and hold owners to their dates.
• Own the scorecard: fraud stopped before shipment, false positive rate, detection lag, Service Levels, cost per prevented unit.

What makes you successful:

• You have built or run fraud detection and prevention at scale, whether that was synthetic identity, account takeover, or warranty and returns abuse.
• You know how a synthetic identity gets assembled, how identity graphs expose the links, and the point where authentication stops being a control.
• You are comfortable in data. You define signals, test them, and can tell a real pattern from coincidence.
• You can hold a data science team or a vendor to account on class imbalance, threshold tuning, drift, and model governance.
• You design controls that survive an audit, and you can tell when a control will simply push fraud into another channel.
• You have worked somewhere regulated and understand why contaminated data is a bigger problem than lost product.
• You size exposure with Finance, and your numbers hold up under scrutiny.
• You get IT, Product, Finance, Quality, Legal, and Operations moving together without owning any of them.
• You assume every control you deploy will be probed, and you build for the next move rather than the current one.

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:

• 15-25%

Experience and Education Requirements:

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

Remote Workplace:

Your location will be a home office; you are not required to live within commuting distance of your assigned Dexcom site (typically 75 miles/120km). If you reside within commuting distance of a Dexcom site (typically 75 miles/120km) a hybrid working environment may be available. Ask about our Flex workplace option.

Please note:

The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time. The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

An Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Dexcom’s AAP may be viewed upon request by contacting Talent Acquisition at View email address on click.appcast.io.

Disability Accommodation Contact:

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Dexcom Talent Acquisition at View email address on click.appcast.io.

AI in Hiring Notice:

We may use AI supported tools to help make our hiring process more efficient, consistent, and accessible for candidates around the world. All hiring decisions are made by people.

Salary:

$135,100.00 - $225,100.00