Manager, Commercial Field Support

🔥 5 horas atrás

🌽 Illinois, Texas – Remoto

🌽 Illinois – Remote 🤠 Texas – Remote

💵 $103.000 - $134.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

👔 Gerente

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iRhythm Technologies, Inc.

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1001 - 5000 funcionários

Fundada em 2006

🏥 Saúde

💼 Consultoria

📦 Logística

Healthcare • Consulting • Logistics

A iRhythm Technologies, Inc. é uma empresa de tecnologia em saúde que se especializa em soluções de monitoramento cardíaco. Seu produto principal, o monitor Zio ECG, é projetado para o conforto e aderência do paciente, permitindo que os profissionais de saúde forneçam diagnósticos precisos de arritmias através de análise avançada de dados e inteligência artificial. O serviço abrangente da iRhythm transforma a experiência de monitoramento cardíaco, facilitando melhores resultados para os pacientes e fluxos de trabalho eficientes para profissionais de saúde em todo o mundo.

Descrição

• Lead, coach, and develop a team of Field Support Representatives to achieve individual, team, and organizational goals • Partner with Senior Manager, FSR and Senior Director, Customer Experience to elevate and evolve team service to the Commercial Organization and customers • Foster accountability, collaboration, ownership, and continuous improvement • Conduct coaching conversations, performance reviews, and development planning • Support onboarding, training, mentoring, and career development • Identify and develop high-potential talent and future leadership capability • Ensure consistent execution of standardized workflows, operating procedures, and service expectations • Monitor operational metrics, service levels, and quality standards • Improve efficiency, eliminate manual work, and streamline processes • Support implementation of systems, tools, automation, and workflow improvements • Escalate systemic issues and recommend solutions • Build relationships with Territory Managers, Regional Sales Directors, Key Account Managers, and Customer Care teams • Resolve customer challenges and improve operational performance • Lead service and retention support while balancing customer experience, field sales priorities, and operational efficiency • Proactively monitor account needs, identify customer risks, and resolve issues before they affect customer experience or retention • Use operational reporting, account insights, regional business trends, and customer support data to guide decisions • Improve account onboarding, operational execution, customer issue resolution, and service continuity • Develop team capability in account onboarding, operational support, special instructions, reporting, insights, escalation triage, and proactive support • Encourage root-cause analysis and scalable solutions • Participate in cross-functional improvement initiatives and organizational projects • Share customer and field-partner feedback to improve products, systems, and processes • Drive adoption of best practices across the FSR organization

🎯 Requisitos

• Bachelor's degree preferred • 5–8 years of experience in medical device, healthcare technology, diagnostics, or related healthcare industry • 2–5 years of people leadership experience leading customer-facing or commercial support teams OR consistent proven peer leadership experience at IRTC • Ability to travel up to 50% of the time • Demonstrated success coaching and developing high-performing teams • Strong operational problem-solving and organizational skills • Excellent communication and relationship-building abilities • Experience working cross-functionally in a collaborative, fast-paced environment • Ability to balance day-to-day execution with continuous improvement initiatives • Remote U.S.-based role • Experience supporting field sales organizations • Knowledge of healthcare operations and customer workflows • AI Literacy to drive efficiency and innovation to service line • Experience with CRM platforms, operational reporting, and workflow management tools • Experience implementing process improvements or leading operational initiatives

🏖️ Benefícios

• Reasonable accommodations for qualified individuals with disabilities in job application procedures • Inclusive workforce and Equal Opportunity Employer

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