Sr. Manager, Customer Care Operations- ILOILO
iRhythm Technologies · Iloilo
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Role summary
Senior Manager leading daily operations of a global business services customer care team in Iloilo, overseeing internal staff and external BPO partners. Responsible for service delivery, performance management, workforce development, and operational consistency across multiple locations serving cardiac health solutions.
What they're looking for
- Proven people leadership experience managing frontline teams and performance metrics
- Call center or customer operations management background with service level accountability
- Experience partnering with external vendors and managing outsourced operations
- Strong analytical skills for KPI tracking, quality monitoring, and process governance
- Ability to manage transitions, change leadership, and organizational scaling
- Executive communication skills and cross-functional stakeholder collaboration
What you'll be doing
- Lead daily operations including service delivery, queue performance, schedule adherence, and customer experience metrics
- Hire, onboard, coach, and develop frontline staff and team leaders as the operation scales
- Manage performance routines, KPI accountability, and quality calibration across teams
- Serve as primary partner for external BPO operations, including business reviews and work allocation oversight
- Monitor work allocation governance and implement corrective actions to prevent process leakage
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.