Director, Customer Care Call Center Operations at iRhythm

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(40 open jobs)

iRhythm Technologies is redefining the standard for ambulatory cardiac monitoring.

Job title
Director, Customer Care Call Center Operations
Job listing last updated at
Feb 11, 2021
Job listing location
Lincolnshire Illinois or San Francisco, California
Job listing source
Job listing link
External link
Bay Area company location: 650 Townsend St # 500, San Francisco CA

Job description

About iRhythm:

iRhythm is a leading digital healthcare company focused on the way cardiac arrhythmias are clinically diagnosed by combining our wearable biosensing technology with powerful cloud-based data analytics and machine- learning capabilities. Our goal is to be the leading provider of first-line ambulatory ECG monitoring for patients at risk for arrhythmias. iRhythm’s continuous ambulatory monitoring has already put over 1 million patients and their doctors on a shorter path to what they both need – answers.

About this role:

The Director, Customer Care is responsible for managing a team that provides high quality service to iRhythm’s customers (accounts), patients, and Field Sales team. The position is responsible for the daily management of our Customer Care call 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, 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, the position is responsible for assisting 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 call 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 SLA’s, 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 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:

  • 15+ years of proven experience in a high volume customer care organization (healthcare preferred) with at least 5+ years of director-level experience.
  • Customer-first orientation
  • 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 and call routing systems (preferably ShoreTel)
  • 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 full-time position with competitive salary package and excellent benefits including medical, dental and vision insurance, paid holidays and paid time off.

IRhythm also provides additional benefits including 401K (w/ company match), an Employee Stock Purchase Plan, annual organizational/cultural committee events and more!

FLSA Status: Exempt

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 (M/F/V/D). Pursuant to San Francisco Fair Chance Ordinance, we will consider for employment all qualified applicants with arrest and conviction records.  

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