Customer Experience, Program Manager | West Region

El Camino Health; United States; Remote; USD 115,000 - 149,000; Full time

Job summary

iRhythm Technologies, Inc. is seeking a Program Manager, Customer Experience to partner with sales, operations and large health systems to design and execute CX initiatives that drive adoption of the Zio Service.

You will lead end-to-end customer experience strategy, align with brand priorities, and collaborate with CX, sales, IT and clinical teams to deliver personalized, efficient journeys that improve outcomes.

Qualifications

• Bachelor’s degree required; Master’s degree preferred.
• 6+ years of related experience with a Bachelor’s; or 4 years with a Master.
• Experience with device or clinical sales in large health systems or healthcare process improvements is preferred.

Responsibilities

• Partner with sales and clinical stakeholders to design CX solutions.
• Lead end-to-end CX strategy and create differentiated experiences for patients.
• Collaborate with CX, sales, IT and operations to optimize adoption of the Zio Service.
• Align CX efforts with brand priorities and success metrics.
• Prioritize initiatives to meet iRhythm business goals and drive physician adoption.

Skills

Leadership

Strategic partnerships

Data analysis

Communication

Education

Bachelor's degree

Master's degree preferred

Tools

Salesforce

Visio

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:

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 - 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]

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.

At 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.