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: catch more fraud, catch it earlier, and do it without making real patients wait for sensors they need.
- 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: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.
Salary:
$135,100.00 - $225,100.00
#DexcomUS
