Customer Experience Program Manager, West Region

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

📋 Description

• Collaborate with sales, commercial teams, and major health systems to develop and implement customer experience solutions.

• Manage approximately 6 opportunities simultaneously.

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

• Ensure customer experience aligns with brand priorities, creating a streamlined, personalized, and optimized process.

• Develop and oversee comprehensive customer experience strategies and unique solutions utilizing insights, analytics, and industry best practices.

• Enhance operational efficiencies and standardize care for patients experiencing cardiac arrhythmias.

• Collaborate with stakeholders from cardiovascular service lines, population health, cardiology, and electrophysiology to align objectives and success metrics.

• Identify issues in cardiac monitoring programs and propose optimization strategies.

• Develop standardized, replicable customer engagement experiences leveraging career expertise and iRhythm tools.

• Work in partnership with CX Senior Manager colleagues, geographic sales leaders, EHR Integration Managers, Key Account Managers, Revenue Cycle Billing Managers, Clinical Operations, and Customer Service teams.

• Prioritize tasks that align with iRhythm's business objectives.

• Monitor performance metrics to showcase physician adoption across large health systems.

• Strategically partner with geographic sales teams to support business plans and enhance penetration within large health systems.

⛳️ Requirements

• A Bachelor’s degree is required; relevant experience may substitute for a degree.

• A Master’s degree is preferred.

• At least 6 years of related experience with a Bachelor’s degree; or 4 years of experience in a similar position with a Master’s degree.

• Experience in device or clinical sales within large health systems in a consultative role is preferred, or healthcare experience in process improvement, cardiovascular leadership, or a clinical degree is preferred.

• Capability to influence across teams and collaborate effectively.

• Ability to establish trust with sales teams, cross-functional partners, and customers.

• Flexibility to achieve iRhythm's business goals.

• Capacity to onboard and perform effectively in the role within 3–6 months.

• Excellent communication and presentation abilities.

• Skills in data analysis and deriving insights for recommendations.

• Ability to adapt swiftly and perform well in situations of ambiguity and complexity.

• Strong comprehension of the healthcare landscape.

• Cardiology experience is preferred.

• Capability to multitask and prioritize efficiently in a fast-paced environment.

• Proficiency with Salesforce.

• Proficiency with Microsoft Office and Visio.

• Willingness to travel up to 50%.

🏝️ Benefits

• Opportunity to enhance skills and advance in your career.

• Travel opportunities up to 50%.

• Commitment to an inclusive workforce.

• Equal employment opportunity for all.

• Reasonable accommodations available for qualified individuals with disabilities.