Role Description Lead the definition and delivery of the CRM product vision and roadmap, equipping frontline teams with integrated systems, reliable data, and optimized workflows to support a unified customer experience. Collaborate closely with frontline leaders and cross‑functional partners to translate customer and business needs into actionable strategies across all touchpoints. Qualifications - A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis. - High School diploma or equivalent. - Bachelor’s degree in Business, Communications, Operations, Analytics, or related field. - Minimum of ten (10) years of progressive experience in customer experience operations, product management, business systems, or related background, to include: - At least four (4) years supporting or enhancing systems and capabilities that support customer relationship management. - At least two (2) years leading projects/programs in a cross‑functional environment. - Preferred: MBA or master’s degree in relevant field. - Preferred: PMP, PgMP, CSPO, SAFe certifications. - Preferred: Telecommunications experience. - Preferred: Other relevant telecom industry or job specific certifications. Requirements - Drive end‑to‑end requirements ownership, from ambiguous business problems to clearly defined solutions. - Establish standards for requirements quality, definition, and prioritization across CRM initiatives. - Balance tactical delivery with architectural, data, and ecosystem impacts. - Ensure backlog decisions align to long‑term CRM platform strategy, not just near‑term asks. - Translate frontline needs into structured business requirements and user stories, anticipating downstream impacts of changes. - Manage the CRM enhancement backlog, ensuring clear acceptance criteria and delivery readiness. - Partner with engineering and delivery teams to clarify scope and support sprint execution. - Validate that delivered enhancements meet defined requirements and frontline needs. - Own CRM data standards, business rules, and success metrics across customer and interaction data. - Define complex data and integration requirements spanning CRM, upstream/downstream systems, and analytics platforms. - Ensure CRM data is trusted, actionable, and supports enterprise‑level customer experience measurement. - Gather and document business definitions, data needs, and success criteria for CRM features. - Define customer data and interaction history requirements in partnership with D&A teams. - Lead stakeholder alignment and decision‑making across business, technology, and data teams. - Maintain a comprehensive view of the CRM ecosystem, mapping systems, flows, dependencies, and ownership. - Own change strategy for CRM releases, ensuring adoption, readiness, and measurable frontline impact. - Manage relationships with key business stakeholders and communicate roadmap updates and release details. - Coordinate with Contact Center and Retail teams to gather feedback and support rollout activities. - Maintain documentation of CRM‑related systems, workflows, and dependencies. - Identify cross-functional stakeholders, ensuring no dependencies are missed in scoping or deployment. - Partner with the CTO to scope, validate, deploy, and QA CRM updates with technical readiness. - Support change management activities tied to CRM enhancements. Benefits - This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed. - Work is primarily sedentary, requiring daily routine computer usage. - Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment. - Available to work additional time on weekends, holidays, before or after normal work hours when necessary. - Must work well in a team environment and be able to work with a diverse group of people and customers. - Virtual workers must comply with remote work policies and agreements. - The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Company Description At GCI, we foster an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities for every Trailblazer. GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.

Role Description Own and continuously improve assigned stages of the customer journey to ensure a consistent, high-quality experience across all touchpoints. Identify friction points and opportunities for enhancement, translating customer needs into actionable initiatives. Uphold experience standards while leading cross-functional collaboration to execute customer experience (CX) improvements that drive satisfaction, loyalty, and ease of interaction. Qualifications - A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis. - High School diploma or equivalent. - Bachelor’s degree in business, marketing, data analytics/statistics, communications or relevant field. - Minimum of six (6) years of progressively responsible experience in customer experience, customer service, marketing, customer analytics, or related background. - At least four (4) years in an analytics-driven customer experience or business operations role owning parts of the customer journey or specific journey stages. Requirements - Customer growth, retention, or loyalty program experience. - Performance improvement and cross-functional initiatives experience. - Telecommunications experience. - Relevant telecom industry or job specific certifications. - This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed. Benefits - Work is primarily sedentary, requiring daily routine computer usage. - Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment. - Ability to accurately communicate information and ideas to others effectively. - Physical agility and effort sufficient to perform job duties safely and effectively. - Available to work additional time on weekends, holidays, before or after normal work hours when necessary. - Must work well in a team environment and be able to work with a diverse group of people and customers. - Virtual workers must comply with remote work policies and agreements. Company Description At GCI, we foster an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities for every Trailblazer. GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.

• Manage high-volume customer inquiries across email, live chat, and ticket management platforms. • Respond to customer requests professionally, accurately, and within established SLA targets. • Maintain complete and detailed ticket documentation. • Prioritize cases based on urgency, operational impact, and service commitments. • Follow customer cases from initial contact through final resolution. • Keep clients informed throughout the resolution process. • Manage multiple customer conversations while maintaining accuracy and service quality. • Process order entries, updates, modifications, cancellations, replacements, credits, refunds, and account changes. • Investigate missing, damaged, incorrect, or delayed deliveries. • Monitor active orders and proactively communicate updates to customers. • Coordinate appropriate resolutions with Logistics, Fulfillment, and Operations teams. • Maintain accurate delivery information, customer records, and account preferences. • Support new-client account setup and verification. • Respond to inquiries related to orders, billing, deliveries, products, subscriptions, and account management. • Deliver empathetic, professional, and solution-oriented written communication. • Use approved SOPs, macros, templates, and knowledge base resources. • Provide proactive updates during delays, service interruptions, and operational incidents. • Communicate clearly with business clients and internal stakeholders. • Gather complete order, shipment, account, and customer information before escalating cases. • Clearly document the issue, actions already taken, and relevant business impact. • Partner with Operations, Logistics, Fulfillment, and Customer Experience teams. • Follow up on escalated cases until resolution. • Proactively flag recurring operational risks and service failures. • Identify recurring customer issues, ticket trends, and process gaps. • Recommend improvements to workflows, documentation, and customer communications. • Support the testing and refinement of new tools and operational processes. • Contribute to internal knowledge base articles, SOPs, and support resources.

Role Description As a member of the Customer Advocacy team, you will act as the primary notification and consolidation point for receiving, processing, analyzing, and reporting product complaints. Your responsibilities will include: - Developing and updating company complaint and inspection procedures to ensure the capture and investigation of complaints. - Maintaining and analyzing problem logs to identify and report recurring issues to quality assurance management and product development. - Documenting and tracking contact information, reported issues, and problems in accordance with company guidelines and external regulatory requirements. - Collaborating with other internal groups to respond to product inquiries and issues. - Answering telephone “hot line” and written or Internet-based inquiries regarding company products. Your commitment to patient safety and product quality will be demonstrated by: - Maintaining compliance with the Quality Policy and all other documented quality processes and procedures. - Accurately reviewing, evaluating, documenting, and maintaining records of all complaint investigations in compliance with domestic and international regulations (e.g., CFR 803, CFR 820, MDD, ISO 13485, etc.). - Effectively working in settings characterized by multiple short-term deadlines, frequent interruptions, and shifting priorities. - Training and supporting new functions, products, and complaint processing. - Performing routine complaint system data entry, documentation, and administrative tasks. - Participating in and assisting with special projects under close supervision. - Demonstrating professional communication within and outside the department when seeking additional information or resolving issues. - Performing other duties as assigned. Qualifications - 0 to 2 years related experience, preferably in medical device post-market product surveillance complaint handling or equivalent combination of education and experience. - Strong analytic ability is required. - Knowledge of and experience in the field of diabetes and CGM technology is highly desirable. - Capability of applying knowledge of relevant procedures and applicable regulations to complaint processing. - Certification(s) for engineering/quality discipline. - Intermediate computer software skills, e.g., MS Excel and MS PowerPoint. Requirements - Typically requires a minimum of 0-2 years of related experience and High School diploma/certificate or equivalent. 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. Travel Required - 0-5% Salary - $21.49 - $32.25