Sr. Manager, Customer Care Operations- ILOILO

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

Career-defining. Life-changing.

At iRhythm, you’ll have the opportunity to grow your skills and your career while impacting the lives of people around the world. iRhythm is shaping a future where everyone, everywhere can access the best possible cardiac health solutions. Every day, we collaborate, create, and constantly reimagine what’s possible. We think big and move fast, driven by our commitment to put patients first and improve lives. We need builders like you. Curious and innovative problem solvers looking for the chance to meaningfully shape the future of cardiac health, our company, and your career

About This Role

Position Summary

• The Manager, reporting to the GBS Leadership and Sr. Director of Global Call Center, is responsible for leading day-to-day operations of the internal GBS OUS customer care team while serving as the primary operational partner for the external OUS BPO team.
• This role provides leadership across frontline customer care call center agents, coaching, performance management, KPI delivery, quality alignment, workforce coordination, and service continuity.
• The role also owns governance of OUS work allocation to help ensure offshore work remains within intended OUS channels and does not leak to the US operation due to staffing, performance, or process gaps.
• The leader will support and coordinate operations across Iloilo and Manila, building a consistent service model across locations.

Key Responsibilities

• Lead daily operations of the GBS OUS customer care team, including service delivery, queue performance, schedule adherence, productivity, attendance, quality, and customer experience metrics.
• Hire, onboard, coach, and develop frontline staff and/or people leaders as the team scales.
• Drive performance management routines, calibration sessions, coaching effectiveness, and KPI accountability across the team.
• Partner with Workforce Management, Training, Quality, HR, IT, and Customer Care leadership to ensure operational readiness and stable execution.
• Serve as the managing partner for the OUS BPO operation, including business reviews, KPI oversight, service issue escalation, action planning, and work allocation governance.
• Monitor for leakage of OUS work to the US and implement corrective actions, staffing alignment, escalation handling, and performance recovery plans as needed.
• Support operational consistency across Iloilo and Manila, including staffing alignment, communication routines, process adherence, and culture leadership.
• Establish and maintain reporting cadences for service levels, quality, CSAT, productivity, attendance, backlog, and risk indicators.
• Ensure SOPs, training materials, and escalation pathways are current, understood, and consistently applied.
• Lead transition activities tied to BPO reduction, GBS ramp-up, knowledge transfer, and go-live readiness.

Leadership Expectations

• Demonstrate strong people leadership, including coaching, accountability, engagement, change leadership, and talent development.
• Create a performance culture grounded in metric ownership, clear expectations, and structured problem solving.
• Provide executive-ready updates on risks, performance, staffing readiness, and transition progress.
• Build strong partnerships across shared services, vendor partners, and internal customer care stakeholders.

Location

Iloilo

As a part of our core values, we ensure an inclusive workforce. We welcome and celebrate people of all backgrounds, experiences, skills, and perspectives. iRhythm Technologies, Inc. is an Equal Opportunity Employer. We will consider for employment all qualified applicants with arrest and conviction records in accordance with all applicable laws.

iRhythm provides reasonable accommodations for qualified individuals with disabilities in job application procedures, including those who may have any difficulty using our online system. If you need such an accommodation, you may contact us at [e-mail]

About iRhythm Technologies

iRhythm is a leading digital healthcare company that creates trusted solutions that detect, predict, and prevent disease. Combining wearable biosensors and cloud-based data analytics with powerful proprietary algorithms, iRhythm distills data from millions of heartbeats into clinically actionable information. Through a relentless focus on patient care, iRhythm’s vision is to deliver better data, better insights, and better health for all.

Make iRhythm your path forward. Zio, the heart monitor that changed the game.