Senior Director, Customer Care
iRhythm Technologies · Remote
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Role summary
Senior Director leading iRhythm's Customer Care function, responsible for strategy, operations, and transformation of a high-volume contact center serving patients and healthcare providers. This role requires defining multi-year roadmap across customer experience, technology, digital channels, AI/automation, and organizational capabilities while balancing operational excellence with future-state innovation.
What they're looking for
- Extensive experience leading large, complex contact center or customer service operations
- Demonstrated success developing and executing multi-year transformation roadmaps
- Strong background in digital channel strategy, AI, automation, and technology enablement
- Proven ability to build high-performing teams and drive organizational change
- Experience in regulated healthcare or similar compliance-heavy environment
- Executive-level leadership experience reporting to C-suite or equivalent
What you'll be doing
- Define and execute Customer Care strategy, operating model, and performance accountability aligned with company growth
- Lead omnichannel experience strategy across voice, digital, messaging, and self-service channels
- Develop multi-year transformation roadmap spanning operations, technology, AI/automation, and organizational design
- Establish performance framework and analytics cadence across service, quality, cost, and operational risk
- Build and develop high-performing Customer Care leadership team with clear accountability
Privacy & handoff
This role links to iRhythm Technologies's own application system. RoleLantern records your interest and checks the link, but the application happens on the employer's site and status updates may not come back to us. Clicking apply does not mark you as applied automatically.