Sr. Director, Customer Care Call Center at iRhythm Technologies

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Remote US

Boldly innovating to create trusted solutions that detect, predict, and prevent disease.

Discover your power to innovate while making a difference in patients' lives. iRhythm is advancing cardiac care…Join Us Now!

At iRhythm, we are dedicated, self-motivated, and driven to do the right thing for our patients, clinicians, and coworkers. Our leadership is focused and committed to iRhythm’s employees and the mission of the company. We are better together, embrace change and help one another. We are Thinking Bigger and Moving Faster.

About This Role

The Senior Director, Customer Care Contact Center manages a team that provides high-quality service to iRhythm’s customers (accounts), patients, and Field Sales team. In this role, you will be responsible for the daily management of our Customer Care contact centers and supporting the managers in meeting and exceeding service level and quality objectives. Responsibilities include hiring and retaining talented people, setting direction for the organization, and driving efficiencies and improvements in the service we deliver to our stakeholders. This individual will thrive while motivating, recognizing, coaching, and training members of the organization. Additionally, you will assist the Vice President with organizational development, strategic projects, and building a team passionate about customer and patient experience.

Specific job responsibilities include:

Drive the overall Customer Care contact center strategy, including staffing, tools, and processes ensuring best-in-class patient and account satisfaction
Manage high-impact programs and projects involving the implementation and ongoing improvement of critical customer care processes and systems
Maintain customer satisfaction and internal quality levels at, or above, stated objectives and appropriately communicate to the team and management
Effectively manage strategic partners critical to our call center success, reviewing SLAs, quality and ensuring consistency
Ensure productivity goals for the team are clearly understood, monitored, and achieved
Ensure that the group manages a quality end-to-end process from ticket submission through resolution while meeting the service expectations of the customers and the organization, supporting customer retention and future growth development
Partner with Customer Care management, Product Management and Engineering in identifying and communicating enhancements to our service delivery
Provide effective reporting to peers and management on key objectives and measures
Identify trends in incoming customer requests with a focus on identifying root analysis, remediation or interim solutions

About you:

You are an experienced Customer Care leader
15+ years of proven experience in a high volume customer care organization (healthcare preferred) with at least 8+ years of director-level experience.
Customer-first orientation
Experience managing mixed service delivery team including third-party providers and global contact centers.
Demonstrated experience in creating and implementing new processes and procedures necessary to maintain high levels of customer satisfaction and customer retention
Experience with software-enabled device or healthcare IT preferred
Solid knowledge of support processes and the ability to identify and drive changes in productivity and scalability
Ability to guide teams through periods of high growth
Superior customer facing skills with the ability to represent iRhythm with strategic accounts and partners
Thorough understanding and experience with Customer Relationship Management Systems (preferably Salesforce.com) and call routing systems (preferably NICE)
Excellent analytic skills and knowledge of reporting tools effectively presenting actionable insights at various levels throughout the organization
Strong technology skills with the ability to identify and scope creative solutions to help increase both customer satisfaction and sales
Strong written, verbal and problem solving skills
Proven ability to hire, retain and grow a talented workforce
BS or BA in a related field

What's In It For You

This is a regular full-time position with competitive compensation package, excellent benefits including medical, dental, and vision insurances (all of which start on your first day), health savings account employer contributions (when enrolled in high deductible medical plan), cafeteria plan pre-taxed benefits (FSA, dependent care FSA, commute reimbursement accounts), travel reimbursement for medical care, noncontributory basic life insurance & short/ long term disability. Additionally, we offer:

emotional health support for you and your loved ones
legal / financial / identity theft/ pet and child referral assistance
paid parental leave, paid holidays, travel assistance for personal trips and PTO!

iRhythm also provides additional benefits including 401(k) (with company match), an Employee Stock Purchase Plan, pet insurance discount, unlimited amount of Linked In Learning classes and so much more!

FLSA Status: Exempt

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Actual compensation may vary depending on job-related factors including knowledge, skills, experience, and work location.

Estimated Pay Range

$167,600—$246,000 USD

As a part of our core values, we ensure a diverse and inclusive workforce. We welcome and celebrate people of all backgrounds, experiences, skills, and perspectives. iRhythm Technologies, Inc. is an Equal Opportunity Employer. We will consider for employment all qualified applicants with arrest and conviction records in accordance with all applicable laws.

iRhythm provides reasonable accommodations for qualified individuals with disabilities in job application procedures, including those who may have any difficulty using our online system. If you need such an accommodation, you may contact us at taops@irhythmtech.com

About iRhythm Technologies
iRhythm is a leading digital healthcare company that creates trusted solutions that detect, predict, and prevent disease. Combining wearable biosensors and cloud-based data analytics with powerful proprietary algorithms, iRhythm distills data from millions of heartbeats into clinically actionable information. Through a relentless focus on patient care, iRhythm’s vision is to deliver better data, better insights, and better health for all.

Make iRhythm your path forward. Zio, the heart monitor that changed the game.

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