About This Role:About This RoleThe
Senior Director, Customer Care is responsible for the strategy, leadership, transformation, and performance of iRhythm's Customer Care function, supporting patients, healthcare providers, accounts, Field Sales, and other key stakeholders.
Reporting to the Executive Vice President, Business Operations, this leader will set the strategic direction for Customer Care while ensuring strong performance across a complex, high-volume service environment. The Senior Director will define and execute a multi-year roadmap that evolves the operating model across customer experience, people, process, technology, digital channels, AI and automation, analytics, and organizational capabilities.
This leader will balance operational excellence today with transformation for the future; building a scalable, digitally enabled organization that delivers exceptional customer and patient experiences and measurable business value.
What You'll Be DoingLead Customer Care Contact Center Strategy & Operations- Define and execute the Customer Care strategy and operating model, aligned with company growth, Operations priorities, and customer and patient experience objectives.
- Provide overall leadership and accountability for service, quality, productivity, compliance, customer experience, cost, and operational risk.
- Translate business priorities and changing demand into operating plans, workforce and capacity strategies, resource requirements, and organizational capabilities.
- Anticipate emerging customer and business needs and evolve the Customer Care model to support growth, new products and services, and long-term scalability.
Elevate the Customer & Patient Experience- Establish a customer- and patient-centered service strategy that delivers consistent, high-quality experiences across the customer journey.
- Lead the evolution of an omnichannel experience across voice, digital, messaging, and self-service, creating seamless transitions between automated and human-assisted service.
- Develop digital and self-service strategies that simplify interactions, expand customer choice, improve resolution, and reduce avoidable contacts.
- Leverage customer feedback, journey insights, contact drivers, and operational data to identify friction, address root causes, and influence improvements across products, processes, policies, and technology.
Shape the Future of Customer Care Contact Center- Define and execute a multi-year transformation roadmap spanning operating model, customer experience, digital channels, AI and automation, technology, workforce capabilities, and organizational design.
- Serve as the business leader for Customer Care technology and digital enablement, defining future-state capabilities and sequenced investment priorities.
- Evaluate emerging technology, AI, and automation capabilities and identify high-value applications across self-service, agent enablement, knowledge, routing, workflow, analytics, and quality.
- Design the appropriate balance of digital, AI-enabled, and human-assisted service to improve customer experience, employee effectiveness, scalability, quality, and cost-to-serve.
- Develop business cases and success measures for major transformation investments and ensure delivery of measurable customer, operational, workforce, and financial outcomes.
- Drive adoption of new capabilities through process and workflow redesign, organizational readiness, capability building, and responsible AI practices appropriate for a regulated healthcare environment.
Drive Operational Excellence & Insights- Establish a disciplined operating cadence and performance framework across service, quality, customer experience, productivity, capacity, cost, and operational risk.
- Leverage analytics and customer insights to understand demand, identify trends and root causes, and prioritize improvement opportunities.
- Lead high-impact initiatives that improve processes, systems, productivity, scalability, quality, and service delivery.
- Translate operational and customer data into clear executive-level insights, risks, priorities, and recommendations while fostering a culture of continuous improvement and data-driven decision-making.
Build, Lead & Influence- Lead, coach, and develop a high-performing Customer Care leadership team and organization with clear accountability for results.
- Build the organizational structure, talent, skills, and leadership capabilities required to support an increasingly digital and AI-enabled Customer Care model.
- Lead effectively through growth, transformation, technology implementation, and organizational change while fostering a culture of customer focus, accountability, innovation, and continuous learning.
- Serve as the senior functional leader for Customer Care, partnering across Operations, Commercial, Product, Technology, Engineering, Quality, Regulatory, Compliance, and other functions to solve complex challenges and influence enterprise priorities.
- Bring the voice of the customer into broader business, product, process, and technology decisions and represent Customer Care with strategic customers, partners, and external stakeholders as appropriate.
Required Qualifications- 15+ years of progressive experience in Customer Care, Contact Center Operations, Customer Experience, Customer Operations, or related service organizations, with 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 spanning operating model, customer experience, digital capabilities, technology, workforce strategy, and organizational design.
- Significant experience leading operational transformation, technology modernization, omnichannel service delivery, process improvement, and organizational change.
- Strong understanding of modern Customer Care technologies and capabilities, including CRM, contact center platforms, workforce and quality management, knowledge management, analytics, digital channels, and self-service.
- Strong AI and digital fluency, with the ability to evaluate emerging capabilities, identify high-value use cases, assess trade-offs and risks, and translate investments into measurable business outcomes.
- Strong business and analytical acumen, including experience developing business cases and translating complex operational and customer data into executive-level insights and recommendations.
- Proven ability to build high-performing leadership teams, influence across functions, and lead organizations through significant 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.
Preferred Qualifications- Experience within healthcare, medical technology, healthcare technology, or another highly regulated industry.
- Experience implementing AI, automation, intelligent self-service, agent-assist, or other AI-enabled Customer Care capabilities.
- Experience leading large-scale contact center technology transformation, platform modernization, or digital enablement initiatives.
- Experience with Salesforce, NICE, or comparable CRM and contact center technologies.
- Advanced degree in Business, Operations, Healthcare Administration, Technology, or a related field.
#LI-Remote
Location:Remote - US
Actual compensation may vary depending on job-related factors including knowledge, skills, experience, and work location.
Estimated Pay Range$198,000.00 - $258,000.00
