Senior Director, Customer Care
New
I
iRhythmDigital Healthcare
Remote - USFull-TimeSenior
Salary198,000 - 258,000 USD per year
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Job Details
- Experience
- 15+ years
- Required Skills
- Artificial IntelligenceSalesforceCRM
Requirements
- 15+ years of progressive experience in Customer Care, Contact Center Operations, or related service organizations.
- Significant senior leadership experience managing complex, high-volume operations.
- Bachelor’s degree in a related field or equivalent combination of education and experience.
- Proven ability to execute multi-year transformation roadmaps spanning operating models and technology modernization.
- Strong understanding of modern Customer Care technologies including CRM, contact center platforms, and analytics.
- Strong AI and digital fluency with experience evaluating and implementing automation for service delivery.
- Demonstrated business acumen with experience developing business cases and data-driven recommendations.
- Experience leading organizational change and building high-performing leadership teams.
- Experience managing strategic partners or third-party service providers.
- Exceptional executive-level communication and influencing capabilities.
- Preferred: Experience in healthcare, medical technology, or highly regulated industries.
- Preferred: Experience with Salesforce, NICE, or comparable CRM/contact center technologies.
Responsibilities
- Define and execute the Customer Care strategy and operating model aligned with company growth and patient experience objectives.
- Provide leadership for service, quality, productivity, compliance, and operational risk management.
- Lead the evolution of an omnichannel experience across voice, digital, messaging, and self-service channels.
- Design and implement a multi-year transformation roadmap for technology, AI, automation, and organizational capabilities.
- Develop and manage workforce strategies, capacity planning, and resource requirements.
- Leverage data analytics to identify customer friction and drive continuous improvements across products and processes.
- Build and coach a high-performing leadership team while fostering a culture of accountability and innovation.
- Partner cross-functionally with Operations, Commercial, Product, Technology, and Regulatory teams.
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