Senior Director, Customer Care

Career-defining. Life-changing. 

At iRhythm, you’ll have the opportunity to grow your skills and your career while impacting the lives of people around the world. iRhythm is shaping a future where everyone, everywhere can access the best possible cardiac health solutions. Every day, we collaborate, create, and constantly reimagine what’s possible. We think big and move fast, driven by our commitment to put patients first and improve lives. We need builders like you. Curious and innovative problem solvers looking for the chance to meaningfully shape the future of cardiac health, our company, and your career

About This Role:

About iRhythm

iRhythm is a leading digital healthcare company transforming the way cardiac arrhythmias are clinically diagnosed by combining 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 and to create better, more connected experiences for patients, healthcare providers, and customers.

About This Role

The 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 Doing

Lead 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.
• Experience within healthcare, medical technology, medical device, healthcare technology, or another highly regulated industry.
• 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 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

As a part of our core values, we ensure an 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 [email protected]

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.

There have been instances where individuals not associated with iRhythm have impersonated iRhythm employees pretending to be involved in the iRhythm recruiting process, or created postings for positions that do not exist. Please note that all open positions will always be shown here on the iRhythm Careers page, and all communications regarding the application, interview and hiring process will come from a @irhythmtech.com email address. Please check any communications to be sure they come directly from @irhythmtech.com email address. If you believe you have been the victim of an imposter or want to confirm that the person you are communicating with is legitimate, please contact [email protected]. Written offers of employment will be extended in a formal offer letter from an @irhythmtech.com email address ONLY.

For more information, see https://www.ftc.gov/business-guidance/blog/2023/01/taking-ploy-out-employment-scams and https://www.ic3.gov/Media/Y2020/PSA200121