Global Customer Care Operations Leader

iRhythm Technologies, Inc.; Iloilo; On-site; PHP 1,000,000 - 1,400,000; Full time

Job summary

iRhythm Technologies, Inc. is seeking a Manager to lead day-to-day operations of the GBS OUS customer care team and partner with an external OUS BPO.

The role oversees frontline coaching, performance management, KPI delivery, and governance across Iloilo and Manila to maintain a consistent service model. You will coordinate with Workforce Management, Training, Quality, HR, IT, and leadership to ensure operational readiness, service continuity, and escalation management, while preventing leakage

Qualifications

• Experience leading day-to-day operations of a multi-site customer care team.
• Proven ability to coach frontline staff and people leaders, manage KPIs, and ensure quality.
• Experience with workforce planning, training, and process improvement in a global setting.
• Governance of offshore work and leakage prevention between OUS and US operations.

Responsibilities

• Lead daily operations of the GBS OUS customer care team, including service delivery and metrics.
• Hire, onboard, and develop frontline staff and leaders as the team scales.
• Drive performance management routines and KPI accountability.
• Coordinate with Workforce Management, Training, Quality, HR, IT, and leadership for readiness and execution.
• Manage OUS BPO partnership, including governance, business reviews, and escalation handling.
• Monitor and prevent leakage of OUS work to the US; implement corrective actions when needed.
• Align staffing and communication across Iloilo and Manila to ensure consistent service.

Skills

People leadership

Coaching

Performance management

KPI accountability

Job description

iRhythm Technologies, Inc. is seeking a Manager to lead day-to-day operations of the GBS OUS customer care team and partner with an external OUS BPO.

The role oversees frontline coaching, performance management, KPI delivery, and governance across Iloilo and Manila to maintain a consistent service model. You will coordinate with Workforce Management, Training, Quality, HR, IT, and leadership to ensure operational readiness, service continuity, and escalation management, while preventing leakage