Customer Experience, Program Manager | West Region

El Camino Health; Northern (KY); Hybrid; USD 115,000 - 149,000; Full time

Job summary

iRhythm Technologies, Inc. is seeking a Program Manager, Customer Experience for a remote nationwide role. You will partner with sales, clinical operations, and health-system stakeholders to design and execute customer journeys that improve adoption of the Zio Service.

The role requires coordinating with EHR teams and account managers to deliver streamlined experiences, backed by data insights and performance metrics, in a fast-paced healthcare environment.

Qualifications

• Bachelor’s degree required; Master’s preferred; experience may count toward degree requirements.
• Minimum of 6 years of related experience with a Bachelor’s degree; or 4 years with a Master’s.
• Healthcare experience in device or clinical sales or process improvement preferred.

Responsibilities

• Partner with sales and clinical operations to design customer journeys that drive adoption of the Zio Service.
• Align with brand priorities to ensure CX is streamlined, personalized, and optimized.
• Lead end-to-end customer experience strategy informed by insights and analytics.
• Collaborate with CX Senior Manager peers and cross-functional teams to meet customer needs.

Skills

Influencing cross-functional teams

Sales collaboration

Strong communication

Data analysis

Presentation skills

Education

Bachelor's degree

Master's degree preferred

Tools

Salesforce

Microsoft Office Visio

Job description

Customer Experience, Program Manager | West RegionSkip to main content# Open JobsCustomer Experience, Program Manager | West Region page is loaded## Customer Experience, Program Manager | West RegionApplylocations: Remote - US: Denver, CO: Phoenix, AZ: Boise City, ID: Las Vegas, NVtime type: Full timeposted on: Posted Todayjob requisition id: JR1702**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:****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**Position:** Program Manager, Customer Experience**Location:** Remote – National US**About this role:**The Customer Experience team is responsible for partnering both internally and externally, including sales and commercial team along with key stakeholders at large health systems, to design and execute solutions that improve efficiency and outcomes.**Scope of Work:*** Ability to perform role effectively for an average of 6 opportunities concurrently.* Support customer clinical, operational, 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 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 engagement.* 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 geographic sales team to understand their business plan, and how you can best support them impacting deep + broad penetration of their large health systems## Requirements* Bachelor’s degree required, Master’s degree preferred: experience may count toward a degree requirement.* 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 - USActual compensation may vary depending on job-related factors including knowledge, skills, experience, and work location.**Estimated Pay Range**$115,000.00 - $149,000.00As 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.**There have been instances where individuals not associated with iRhythm have impersonated iRhythm employees pretending to be involved in the iRhythm recruiting process, or created postings for positions that do not exist. Please note that all open positions will always be shown here on the iRhythm Careers page, and all communications regarding the application, interview and hiring process will come from a @irhythmtech.com email address. Please check any communications to be sure they come directly from @irhythmtech.com email address. If you believe you have been the victim of an imposter or want to confirm that the person you are communicating with is legitimate, please contact [e-mail]. Written offers of employment will be extended in a formal offer letter from an @irhythmtech.com email address **ONLY**.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/PSA200121At iRhythm, you'll have the opportunity to grow your skills and your career while impacting the lives of people around the world. Together, we are reimagining the way cardiac arrhythmias are diagnosed. We need curious problem solvers like you. With opportunities remotely, at our office, in manufacturing, and in locations across the globe, this is your chance to meaningfully shape the future of cardiac health, our company, and your career.**Driven By Purpose** - Cardiac health touches the lives of people all around us. Providing life-changing healthcare solutions that impact patients around the world drives us to bring our best every single day.**Growth Means Opportunity** - We are growing rapidly. And with that growth comes a wealth of opportunities to learn and advance at iRhythm. The potential to deepen your impact, seek new opportunities, and advance your career is yours to pursue.**Build the Future** - We are a boundary-pushing organization that values innovative thinking and impacts healthcare at a global level. The expectation is to think big and build the future you see for iRhythm, our patients, and yourself.