Senior Director, Customer Care

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iRhythm Technologies, Inc.

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2006

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

iRhythm Technologies, Inc. is a medical technology company that specializes in digital healthcare solutions for the management of cardiac arrhythmias. The company is best known for its ZioSuite, a comprehensive platform designed to deliver a streamlined solution for assessing heart health through advanced analytics and patient-centered data collection. iRhythm focuses on improving patient outcomes and optimizing the efficiency of healthcare providers through innovative technology in the cardiac monitoring space.

📋 Description

• Define and execute iRhythm’s Customer Care strategy and operating model • Provide leadership and accountability for service, quality, productivity, compliance, customer experience, cost, and operational risk • Translate business priorities and demand into operating plans, workforce and capacity strategies, resource requirements, and organizational capabilities • Establish a customer- and patient-centered service strategy across the customer journey • Lead omnichannel experiences across voice, digital, messaging, and self-service • Develop digital and self-service strategies to simplify interactions and improve resolution • Lead a multi-year transformation roadmap spanning operating model, customer experience, digital channels, AI and automation, technology, workforce capabilities, and organizational design • Serve as business leader for Customer Care technology and digital enablement • Evaluate emerging technology, AI, and automation use cases • Develop business cases and success measures for transformation investments • Drive adoption through process redesign, organizational readiness, capability building, and responsible AI practices • Establish operating cadence and performance frameworks across service, quality, experience, productivity, capacity, cost, and risk • Use analytics and customer insights to identify trends, root causes, and improvement opportunities • Lead initiatives improving processes, systems, productivity, scalability, quality, and service delivery • Build, coach, and develop a high-performing Customer Care leadership team • Build organizational structure, talent, skills, and leadership capabilities • Partner across Operations, Commercial, Product, Technology, Engineering, Quality, Regulatory, Compliance, and other functions • Represent Customer Care with strategic customers, partners, and external stakeholders

🎯 Requirements

• 15+ years of progressive experience in Customer Care, Contact Center Operations, Customer Experience, Customer Operations, or related service organizations • Significant senior leadership accountability for complex, high-volume operations through multiple levels of management • Bachelor’s degree in a related field or equivalent combination of education and relevant experience • Demonstrated success defining and executing functional strategy while delivering strong operational performance • Proven ability to develop and execute multi-year transformation roadmaps • Significant experience leading operational transformation, technology modernization, omnichannel service delivery, process improvement, and organizational change • Strong understanding of CRM, contact center platforms, workforce and quality management, knowledge management, analytics, digital channels, and self-service • Strong AI and digital fluency • Strong business and analytical acumen, including business case development and executive-level insights • Proven ability to build high-performing leadership teams and lead organizations through growth and change • Experience managing strategic partners, third-party service providers, and/or global service delivery operations • Exceptional executive communication, judgment, influencing, decision-making, and problem-solving capabilities

🏖️ Benefits

• Opportunity to grow skills and career • Remote work opportunity • Reasonable accommodations for qualified individuals with disabilities in job application procedures