Product Manager – Stelo Support Platforms

Role Overview

• Own the technical ecosystem that powers Stelo’s global customer service organization.
• Define and communicate a product vision and roadmap for an omnichannel support experience across chat, voice, and web self‑service channels.
• Lead end‑to‑end product development and lifecycle management of support platforms—from discovery and requirements through launch and continuous optimization—using Agile methods.
• Drive the design, configuration, and ongoing management of AI-powered conversational experiences, including intent design and NLU/NLP tuning for chat and IVR.
• Partner with Engineering, IT, UX/UI, Data Science, Customer Support Operations, and Compliance to align priorities, gather requirements, and deliver improvements.
• Establish and track KPIs (e.g., self‑service containment, CSAT, Customer Effort Score (CES)), identify drop‑offs and misclassifications, and translate insights into optimizations.
• Enable scalable support for partners through digital workflows (e.g., complaint intake, status visibility) that improve efficiency, transparency, and satisfaction.
• Ensure support processes and tooling align with regulatory and complaint-handling requirements while improving customer experience.
• Own and improve content and self‑help assets (FAQs, technical and customer support agent scripts, transactional emails) and iterate based on performance data and evolving customer needs.
• Scale support infrastructure to support international markets, managing localization, and regional privacy laws.

Requirements

• Typically requires a Bachelor’s degree and a minimum of 8-12 years of related experience.
• At this level a graduate degree may be desirable with 4 years of related experience.
• Familiarity with customer support and CRM ecosystems such as Salesforce Service Cloud and complaint management tooling (e.g., Smarteeva).
• Familiarity working with conversational platforms and tooling such as Voiceflow and Google Dialogflow CX.
• Collaboration in delivery tooling such as JIRA and test management approaches (e.g., X‑Ray).
• Use visualization/mapping tools (e.g., Lucidchart).
• Interpret dashboards and analytics (e.g., Tableau) and, when needed, partner with data teams to investigate trends (e.g., via BigQuery).
• Familiarity in Veeva PromoMats managing the end-to-end Medical, Legal, Regulatory (MLR) review process to ensure that all customer facing support content utilizes only current, clinically approved assets.

Tech Stack

• BigQuery
• Cloud
• Ray
• Tableau

Benefits

• 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.