Senior Director, Customer Care

About this role

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, Compli

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