Senior Manager, Customer Care at iRhythm

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iRhythm

(40 open jobs)

iRhythm Technologies is redefining the standard for ambulatory cardiac monitoring.


Job title
Senior Manager, Customer Care
Job listing last updated at
Feb 11, 2021
Job listing location
San Francisco, California
Job listing source
greenhouse
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 Senior Manager, Customer Care is responsible for providing high quality and efficient customer service to iRhythm’s customers (accounts) and patients throughout the United States. The position is responsible for the daily management of a team of Customer Care Advocates leading the team to meet (and exceed) service level and quality objectives. Responsibilities include hiring and retaining talented people, setting daily agent schedules, SLA, quality and attendance adherence and reporting. This position will also spend significant effort organizationally motivating, recognizing and rewarding, coaching and training members of the team. They will act as an escalation point for accounts and patients that require managerial intervention. Additionally, the position is responsible for assisting the Vice President with employee development, quality, workforce management and enhancing workplace environment.

 

What You'll Be Doing:

  • Manage a team of 12-15 Customer Care Advocates (CCA) who are servicing calls from accounts, patients and internal business partners
  • Provide daily direction through coaching, one-on-ones and quality feedback to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner
  • Provide continual evaluation of processes and procedures. Responsible for suggesting methods to streamline operations through improved processes and additional technology
  • Act as a point of escalation for callers who are seeking managerial decision making authority
  • Daily operations of the call center, including real time management of call center staff through work force management application, regular monitoring of work queues (inbound calls, device returns, email requests, outbound calls, etc.) and acting as level II assistance to the CCAs to assist with escalated issues and calls
  • Work to make iRhythm a great place to work through building workplace environment programs that build upon the health of the workplace to motivate employees to achieve their highest level
  • Performance management of CCA team
  •  Respond to and resolve employee relations issues expressed by team members by working with employee, Vice President and HR to understand, resolve and document issues
  • Work as a member / leader of special or ongoing projects that are important to Customer Care and process improvement 

About you:

QUALIFICATIONS:

  • 7-15 years of experience in a high volume call center environment
  • 6 – 12 years in a leadership position, managing individuals
  • Strong proficiency with tools commonly used in a call center environments including customer relationship management, workforce management, reporting and telephony based systems
  • Strong analytic skills with the ability to identify trends and present information in a succinct and actionable manner
  • Extensive technical problem solving experience with web-based and IOS platforms
  • Strong communication proficiency and skilled at offering both verbal and written feedback to agents
  • Strong leadership skills with the ability to guide teams through periods of high growth
  • Motivated self-starter, capable of planning, developing, and maintaining assigned projects.
  • Strong ability to multi-task and prioritize tasks in fast paced environment, real-time environment
  • Exceptionally collaborative, flexible and adaptive when working with customers and various teams within iRhythm
  • Bachelor’s degree or relevant experience in healthcare 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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