Customer Experience Program Manager – Central & Northeast Region

This is a fully remote position, open to applicants in Illinois, +3 more states.

📋 Description

• Capacity to efficiently manage an average of 6 concurrent opportunities

• Assist customers in achieving their clinical, operational, and financial objectives by designing customer journeys that promote the adoption of the Zio Service

• Ensure alignment with brand priorities to provide a streamlined, personalized, and optimized customer experience (CX)

• Accountable for developing and leading a comprehensive customer experience strategy and unique solutions based on insights, analytics, and best practices

• Establish iRhythm as a reliable partner in ambulatory cardiac monitoring by creating operational efficiencies and standardization of care for patients with cardiac arrhythmias

• Collaborate with key stakeholders (Director + VP of Cardiovascular Service Line, Population Health, Chief of Cardiology + EP, etc.) in major health systems to align on the objectives and success metrics of cardiac programs

• Identify challenges within the current cardiac monitoring program and propose solutions that help health systems enhance their programs

• Utilize career experience and iRhythm tools to establish standardized, reproducible customer engagement experiences

• Work closely with CX Senior Manager peers, iRhythm area sales leadership, and cross-functional team members such as EHR Integration Managers, Key Account Managers, Revenue Cycle Billing Managers, Clinical Operations, and Customer Service to effectively address customer needs and promote the adoption of the Zio service

• Responsible for prioritizing tasks that align with iRhythm's business objectives

⛳️ Requirements

• Bachelor’s degree is required; Master’s degree is preferred

• At least 6 years of relevant experience with a Bachelor’s degree, or 4 years of experience in a similar role with a Master’s degree

• Preferred experience in device or clinical sales working with large health systems in a consultative role, or experience in healthcare focusing on process improvement, cardiovascular leadership, or a clinical degree

• Ability to influence teams through strong collaboration and teamwork

• Flexibility to adapt to the needs of IRTC's business objectives

• Excellent communication and presentation skills

• Capability to quickly analyze data to derive insights that inform recommendations for both sales partners and customers

• Proven ability to adapt swiftly and maintain high performance during periods of uncertainty and complexity

• Strong knowledge of the healthcare landscape with preferred experience in cardiology

• Proficient in tools commonly used in business settings, including customer relationship management (Salesforce) and Microsoft Office (Visio)

🏝️ Benefits

• Health insurance

• Flexible work hours

• Professional development opportunities

• Remote work options