Senior Director, Customer Care

This is a fully remote position, open to applicants in United States.

📋 Description

• Define and implement iRhythm’s strategy and operational model for Customer Care.

• Provide leadership and take responsibility for service quality, productivity, compliance, customer experience, cost management, and operational risk.

• Convert business priorities and demands into operational plans, workforce strategies, resource needs, and organizational capabilities.

• Create a service strategy focused on customers and patients throughout their journey.

• Oversee omnichannel experiences that include voice, digital platforms, messaging, and self-service options.

• Develop strategies for digital and self-service to streamline interactions and enhance resolutions.

• Lead a multi-year transformation plan covering the operating model, customer experience, digital channels, AI and automation, technology, workforce capabilities, and organizational design.

• Act as the business leader for Customer Care technology and digital initiatives.

• Assess emerging technologies, AI, and automation opportunities.

• Formulate business cases and success metrics for transformation investments.

• Promote adoption via process redesign, organizational readiness, capability development, and ethical AI practices.

• Establish operational rhythms and performance frameworks across service quality, experience, productivity, capacity, cost, and risk.

• Utilize analytics and customer insights to pinpoint trends, root causes, and areas for improvement.

• Drive initiatives to enhance processes, systems, productivity, scalability, quality, and service delivery.

• Build, mentor, and develop a high-performing leadership team in Customer Care.

• Construct the organizational structure, talent pool, skill sets, and leadership capabilities.

• Collaborate with Operations, Commercial, Product, Technology, Engineering, Quality, Regulatory, Compliance, and other departments.

• Represent Customer Care with key strategic customers, partners, and external stakeholders.

⛳️ Requirements

• A minimum of 15 years of progressive experience in Customer Care, Contact Center Operations, Customer Experience, Customer Operations, or similar service organizations.

• Significant senior leadership responsibility for complex, high-volume operations across multiple management levels.

• Bachelor’s degree in a related discipline or an equivalent combination of education and relevant experience.

• Proven success in defining and executing functional strategy while achieving strong operational performance.

• Demonstrated capability to develop and execute multi-year transformation roadmaps.

• Extensive experience in leading operational transformation, technology modernization, omnichannel service delivery, process enhancement, and organizational change.

• Deep understanding of CRM systems, contact center platforms, workforce and quality management, knowledge management, analytics, digital channels, and self-service solutions.

• Strong proficiency in AI and digital technologies.

• Solid business and analytical skills, including business case development and insights for executive-level decision-making.

• Proven track record in building high-performing leadership teams and guiding organizations through growth and change.

• Experience managing strategic partners, third-party service providers, and/or global service delivery operations.

• Exceptional executive communication skills, judgment, influencing ability, decision-making, and problem-solving aptitude.

🏝️ Benefits

• Opportunities for skill and career development.

• Option for remote work.

• Reasonable accommodations for qualified individuals with disabilities during the job application process.