Capability Leader - Fraud Management

The Company

Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.

We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.

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.

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