Customer Care Transformation Leader
El Camino Health
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Job summary
iRhythm Technologies is seeking a Senior Director, Customer Care to lead strategy, operations, and digital enablement for a high-volume, regulated service environment. You will shape an omnichannel experience, drive a multi-year transformation, and partner across Operations, Commercial, Product, and Technology.
The role demands extensive leadership, healthcare domain experience, and a track record of delivering measurable customer and business outcomes through AI, automation, and advanced
Qualifications
- 15+ years of progressive experience in Customer Care, contact center operations, or related service orgs with senior leadership accountability.
- Experience in healthcare or other highly regulated industries.
- Proven ability to develop and execute multi-year transformation roadmaps spanning operating model, customer experience, digital capabilities, and organizational design.
- Strong AI and digital fluency to evaluate capabilities and translate investments into outcomes.
Responsibilities
- Define and execute the Customer Care strategy and operating model aligned with growth and experience objectives.
- Lead omnichannel evolution across voice, digital, messaging, and self-service; balance automation with human support.
- Develop business cases and success measures for major investments; ensure measurable outcomes.
- Build and lead a high-performing Customer Care leadership team and cross-functional partnerships.
Skills
Education
Tools
Job description
iRhythm Technologies is seeking a Senior Director, Customer Care to lead strategy, operations, and digital enablement for a high-volume, regulated service environment. You will shape an omnichannel experience, drive a multi-year transformation, and partner across Operations, Commercial, Product, and Technology.
The role demands extensive leadership, healthcare domain experience, and a track record of delivering measurable customer and business outcomes through AI, automation, and advanced
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