11 days old

Operations Director

Taguig City, National Capital Region 1637
  • Job Code

About Dexcom:
Founded in 1999, Dexcom, Inc. provides continuous glucose monitoring technology to help patients and their clinicians better manage diabetes. Since our inception, we have focused on better outcomes for patients, caregivers, and clinicians by delivering solutions for people with diabetes - while empowering our community to take control of diabetes.


This role will report to the GBS Asia Site Lead (Senior Director) for Manila and will be primarily responsible for leading the day to day local support and operations.

Job Descrption


  • Manage day to day site support escalations based on agreed KPI's and Objectives
  • Drive operational alignment between Operational Requirement and Support Functions such as Operations Excellence, Cost Control, Site Office Management, QHSE, BCP, Facilities and Administrative Services, Site Finance, Site IT, and Site HR.
  • Responsible for managing to GBS MNL Budget (Cost Control)


  • Drive Operational Excellence strategy through business
  • Support delivery of key KPIs & SLAs for each tower through coordination of day to day activities related to support functions
  • Managing scope of work and ensuring operational rigor against agreed KPIs SLAs.

Essential Duties and Responsibilities:

  • Operations: Take accountability for the efficient day to day site operations by establishing performance and reporting measures; regularly synchronize with Tower Leaders and Support; identifying and resolving root cause problems; ensuring adequacy of action plans; completing system audits and analyses; and managing system and continuous quality and efficiency improvement programs.
  • People Leadership: Responsible for ensuring performance delivery through people by working with Support and Tower Leaders in building, developing, and maintaining employee development programs; Plans and provides continuity and succession for the group; Ensures that performance goals are established for operations employees and all site support employees; Ensure that performance feedback with individual coaching/mentoring are provided; and Ensures Implementation of people agenda to maintain engagement and retention in the site.
  • GBS Budget: Works with other senior leaders and tower leads to develop and manage operations budgets; approves final budget submission and holds staff accountable for overall adherence to financial objectives. Accountable for operations budget.
  • Service Contracting: Conduct Assessment, Prepare Service Proposal/Packages and Service Agreement
  • Process Improvement: Oversees and guides deployment efforts for effective and standard process management across operations and other organizations including knowledge sharing and deployment of best practices. Guides the operations in continuous and effective process improvement practices. Tracks and reports results of the improvement efforts to Site Director. Helps create, if needed, but ultimately validates any and all internal and external benchmarks for assessing performance. Manages and develops staff and maintains a high performing team capable of continuous learning & adapting, in order to support the organization to meet changing demands.
  • Operations Metrics/KPIs and Governance: Deliver against benchmarked service levels, including stretch goals; Report progress by function against these metrics; Execute and lead Governance to include parent organization in performance reviews.
  • Other Tasks: Ensures best practices and lessons learned are shared across the site as quickly as possible following significant incidents or successes in furtherance of Dexcom's principle of being a continuously learning organization; Effectively communicates the overall site performance; Collaboratively works with all relevant local groups (operations and support) to formulate proactive communications, change management and educational strategies to enhance the understanding and cultivate the awareness of the operations strategy, process management, and the operations model; Builds strong capabilities and expertise in cost allocation methodologies, internal vs external service support options, application of advanced technologies like automation, advanced analytics, and system integrations; Active coaching and mentoring of direct reports; Works with leadership across all operations towers to resolve issues; and Responsible for ensuring that department understands and complies with quality standards and requirements as documented.

Required Qualifications:

  • 10+ years of demonstrated experience in leading shared services / contact centers across multiple functions
  • Demonstrated experience in supporting the development and implementation of supporting organizational vision and strategy
  • Proven business acumen and business management
  • Previous experience in the development and delivery of high quality corporate services
  • Experience in leading business improvement projects with a process or continuous improvement mindset
  • Strong attention to detail and excellent communication skills.
  • Strong interpersonal and collaborative skills as a consensus builder to be able to build solid, effective working relationships with others
  • Able to constructively work in a very demanding performance-oriented work environment with high workloads and deadlines
  • Ability to inspire, motivate and lead teams
  • Able to express ideas clearly and convey necessary information
  • Able to interact effectively with all levels of management
  • Able to recognize and attend to important details with accuracy and efficiency
  • Able to serve as a resource to others in the resolution of complex problems and issues
  • Able to work independently with minimum supervision
  • Able to travel as necessary

Preferred Qualifications:

  • Experience with healthcare industries including medical device, biotechnology, or pharmaceuticals preferred

Education Requirements:

  • Bachelor's degree required.

Travel Required:

  • 25 - 49%

Supervisory Responsibilities:

Directly supervises employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Is responsible for the overall direction, coordination, and evaluation of this area. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Language Skills: Must be able to communicate effectively in English. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. May be required to perform the following Physical Activity: Standing, walking, sitting, using hands, handle or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl, talk or hear, taste or smell. May be required to lift 0 lbs. to over 100 lbs.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. May be exposed to the following environmental conditions: Wet or humid conditions, work near moving parts, work in high - precarious places, fumes or airborne particles, toxic or caustic chemicals, outdoor weather conditions, extreme heat (non-weather), extreme cold (non-weather), risk of electric shock, work with explosives, risk of radiation, vibration. The noise level in this work environment can range from quiet to very loud.

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.

Posted: 2020-01-08 Expires: 2020-02-06
Sponsored by:
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Sponsored by:
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Operations Director

Taguig City, National Capital Region 1637

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