Customer Experience, Program Manager | Northeast Region

iRhythm Technologies, Inc.; Washington (District of Columbia); On-site; USD 115,000 - 149,000; Full time

Job summary

iRhythm Technologies, Inc. is hiring for a Customer Experience leader who will design and drive end-to-end customer experiences for the Zio Service across large health systems.

You will collaborate with sales, clinical, and operational teams to align goals, measure success, and create standardized, data-driven customer journeys. The role requires strong communication, data analysis, and influence across cross-functional partners, with up to 50% travel.

Qualifications

• Bachelor's degree required; Master's degree preferred.
• 6+ years of related experience with a Bachelor's; or 4+ years with a Master's.
• Experience in device or clinical sales with large health systems or healthcare process improvement preferred.
• Ability to influence across teams with strong teamwork and collaboration; adaptable to business goals.

Responsibilities

• Design and execute customer journeys to drive adoption of the Zio Service.
• Collaborate with CX leaders and sales/clinical teams to align goals and success metrics.
• Create end-to-end customer experience strategy and differentiated solutions based on insights and analytics.
• Partner with stakeholders in large health systems to optimize cardiac monitoring programs.

Skills

Strong communication

Data analysis

Cross-functional collaboration

Sales enablement

Presentation skills

CRM experience (Salesforce)

Microsoft Office (Visio)

Education

Bachelor's degree

Master's degree

Tools

Salesforce

Microsoft Visio

Microsoft Office

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:

The Customer Experience team is responsible for partnering both internally and externally, including the sales and commercial teams, as well as key stakeholders at large health systems, to design and execute solutions that improve efficiency and outcomes.

What You Will Do

• Ability to perform the role effectively for an average of 6 opportunities concurrently.
• Support customer clinical, operational, and financial goals via designing customer journeys to drive adoption of the Zio Service.
• Align with brand priorities to ensure the customer experience (CX) is streamlined, personalized, and optimized.
• Responsible for creating and leading end-to-end customer experience strategy and differentiated solutions informed by insights, analytics, and best practices.
• Differentiate iRhythm as a trusted partner in ambulatory cardiac monitoring through the creation of operational efficiencies and standardization of care for patients with cardiac arrhythmias.

• Partner with key stakeholders (Director + VP of Cardiovascular Service Line, Population Health, Chief of Cardiology + EP, etc.) within large health systems to align on goals and success metrics of cardiac programs, identify challenges with the current cardiac monitoring program, and recommend solutions that enable health systems to optimize their program
• Leverage career experience and iRhythm tools to create standardized, reproducible experiences for customer engagements

• Collaborate closely with CX Senior Manager peers, with iRhythm area sales leadership and cross-functional team members such as EHR Integration Managers, Key Account Managers, Revenue Cycle Billing Managers, Clinical Operations and Customer Service to effectively meet the needs of our customers and drive adoption of the Zio service.
• Accountable to prioritizing work that meets the needs of iRhythm business goals
• Held accountable to performance metrics that demonstrate physician adoption across large health systems, contributing to the health of IRTCs business
• Strategically partner with the geographic sales team to understand their business plan, and how you can best support them, impacting deep + broad penetration of their large health systems

What We Need To See

• Bachelor's degree required, Master's degree preferred:
• Minimum of 6 years of related experience with a Bachelor's degree; or 4 years of experience in a similar role and a Master's degree.
• Experience in device or clinical sales working with large health systems in a consultative capacity preferred, or experience working in healthcare in process improvement, cardiovascular leadership, or clinical degree preferred
• Key attributes: Ability to influence across teams with strong teamwork and collaboration; ability to quickly build trust with sales team, cross-functional partners, and customers as a strategic partner. Willingness to be flexible to the needs of IRTCs business goals, ability to quickly onboard and execute within role within 3-6 months

• Strong communication and presentation skills
• Ability to quickly analyze data to glean insights impactful to making recommendations to both sales partners and customers
• Demonstrated ability to adapt quickly and deliver on strong performance during times of ambiguity and complexity
• Strong understanding of the healthcare landscape and experience in cardiology preferred
• Ability to multi-task and prioritize in a fast-paced environment
• Proficiency with tools commonly used in a business environment including customer relationship management (Salesforce), Microsoft Office (Visio)
• Must be able to travel up to 50%.

Location:Remote - National US

Location:Remote - US

Actual compensation may vary depending on job-related factors including knowledge, skills, experience, and work location.

Estimated Pay Range

• $115,000.00 - $149,000.00

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]. Written offers of employment will be extended in a formal offer letter from an @irhythmtech.com email address ONLY.

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.

For more information, see https://www.ftc.gov/business-guidance/blog/2023/01/taking-ploy-out-employment-scams and https://www.ic3.gov/Media/Y2020/PSA200121