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.
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