Senior Director, Customer Care

New

iRhythmDigital Healthcare

United StatesFull-TimeDirector

Salary198,000 - 258,000 USD per year

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Job Details

Experience: 15+ years
Required Skills: Artificial IntelligenceChange ManagementProcess improvementCRM

15+ years of progressive experience in Customer Care, Contact Center Operations, or related fields.
Significant senior leadership accountability for complex, high-volume operations.
Bachelor’s degree or equivalent combination of education and relevant experience.
Proven ability to develop and execute multi-year transformation roadmaps for operating models and technology.
Strong understanding of modern Customer Care technologies (CRM, contact center platforms, WFM, knowledge management).
Strong AI and digital fluency with ability to evaluate emerging capabilities and translate into business outcomes.
Proven ability to build high-performing leadership teams and influence across functions.
Experience managing strategic partners or third-party service providers.
Exceptional executive communication, judgment, and problem-solving capabilities.

Define and execute the Customer Care strategy and operating model aligned with growth and patient experience objectives.
Lead the evolution of omnichannel service delivery across voice, digital, and self-service channels.
Define and execute a multi-year transformation roadmap covering technology, AI, automation, and organizational design.
Manage operational performance including service, quality, productivity, compliance, and cost-to-serve.
Build and coach a high-performing leadership team and foster a culture of innovation and data-driven decision-making.
Partner with cross-functional leadership in Operations, Commercial, Product, and Technology to solve complex challenges.
Translate operational and customer data into executive-level insights and strategic recommendations.

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