Manager, Clinical Operations-Overnight Shift

iRhythm Technologies, Inc.; San Francisco (CA); On-site; USD 131,000 - 170,000; Full time

Job summary

iRhythm Technologies, Inc. is seeking a Clinical Operations Manager to lead a 20–25 person services team in a fast-paced, high-volume setting. You'll drive performance using KPIs, coach staff, and ensure regulatory compliance while partnering with HR and senior leadership.

You will oversee day-to-day service delivery, escalation processes, and budget resources, leveraging workflow automation to improve efficiency and customer outcomes.

Qualifications

• Experience managing large teams in a service environment with KPI-driven goals.
• Proven ability to use KPIs and performance metrics to drive improvements.
• Experience managing clinical operational workflows in high-volume settings.
• Proficient with workflow automation tools and dashboards.
• Strong cross-functional communication with clinical, operational, and leadership teams.
• Demonstrated customer service excellence in high-volume environments.
• Experience with escalation and recovery processes to resolve issues efficiently.
• Knowledge of state and federal healthcare regulations and compliance.
• Experience in staff coaching and development through training initiatives.

Responsibilities

• Oversee daily operations of a 20–25 non-exempt staff, ensuring production, quality, and regulatory standards.
• Track and evaluate staff performance metrics; drive process improvements to meet goals.
• Provide coaching, guidance, and recognition; conduct performance reviews with HR and leadership.
• Manage customer service in high-volume environments with efficient escalation and recovery.
• Ensure day-to-day service delivery aligns with policies and regulations.
• Maintain compliance with FDA regulations and company policies across teams.
• Contribute to strategic planning with senior management to hit long-term goals.
• Oversee budget and resources; partner with talent acquisition on headcount and recruitment.
• Coordinate staff development with clinical teams to meet performance and quality standards.
• Support continuous improvement through quality programs and cross-functional projects.
• Utilize workflow dashboards to monitor KPIs and align with organizational goals.

Skills

Team Leadership

KPI & Metrics

Clinical Workflow Management

Workflow Automation Tools

Cross-functional Communication

Customer Service

Escalation & Recovery

Compliance & Regulatory Knowledge

Staff Development

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

Job Summary and Purpose

We are seeking an experienced and results-driven Clinical Operations Manager to lead and optimize the daily operations of our services team. This role will oversee a team of 20-25 non-exempt staff, ensuring high performance in a fast-paced, high-volume environment. The ideal candidate will have extensive experience in managing large non-exempt teams, driving continuous improvement through KPIs and performance metrics, and utilizing workflow automation tools to enhance operational efficiency. This position requires excellent leadership skills, cross-functional communication abilities, and a focus on customer service.

Key Responsibilities

• Team Management: Oversee daily operations of a team of 20-25 non-exempt staff, ensuring performance meets department production, quality, and operational standards.
• Performance Management: Track and evaluate staff performance metrics, implementing process improvements to meet or exceed quality and efficiency goals.
• Coaching & Development: Provide coaching, guidance, and recognition to foster a high-performance culture. Conduct performance reviews and facilitate corrective actions in partnership with HR and senior leadership.
• Escalation & Recovery: Manage customer service in high-volume environments, ensuring efficient escalation and recovery processes to meet service excellence standards.
• Operational Oversight: Ensure day-to-day service delivery in a high-volume environment runs efficiently and in accordance with established policies and regulations.
• Compliance & Regulations: Ensure compliance with FDA regulations and company policies, collaborating with cross-functional teams to maintain and update these standards.
• Strategic Planning: Contribute to strategic planning and leadership initiatives, working closely with senior management to achieve long-term organizational goals.
• Budget & Resource Management: Oversee team budget, managing resources and additional hours needed to achieve targets. Partner with talent acquisition to manage headcount and recruitment strategy.
• Staff Development: Facilitate ongoing staff development by coordinating training with clinical teams to meet performance and quality standards.
• Continuous Improvement: Assist with quality management programs, provide feedback on operational efficiencies, and collaborate on cross-functional projects to support company-wide initiatives.
• Performance Dashboards & Tools: Utilize workflow automation tools and performance dashboards to monitor team performance and operational metrics, ensuring alignment with organizational goals.

Must-Have Skills And Qualifications

• Team Leadership: Proven experience managing large teams in a service environment, with a focus on performance management and fostering a high-performance culture.
• KPI and Metrics: Expertise in utilizing KPIs and performance metrics to drive operational improvements and meet organizational objectives.
• Clinical Operational Workflow Management: Experience managing clinical operational workflows, overseeing day-to-day service delivery in high-volume environments.
• Workflow Automation Tools: Proficiency with workflow automation tools and familiarity with production software and performance dashboards.
• Cross-functional Communication: Strong communication skills to collaborate effectively with clinical, operational, and leadership teams.
• Customer Service Excellence: Demonstrated experience managing customer service in high-volume settings and implementing recovery processes to enhance customer satisfaction.
• Escalation & Recovery: Experience in managing efficient escalation and recovery processes to resolve operational issues.
• Compliance & Regulatory Knowledge: Understanding of state and federal regulations in healthcare operations and the ability to ensure compliance.
• Staff Performance & Development: Experience in performance management, staff coaching, and fostering staff development through training initiatives.

Nice-to-Have Skills And Qualifications

• Broader Healthcare Services Knowledge: Familiarity with healthcare services, including telehealth, health insurance, and diagnostics.
• Operational Challenges Across Sectors: Awareness of operational challenges in multiple healthcare sectors.

Qualifications

• Minimum of 4 years of Management experience in operations management, preferably in medical device, healthcare services or clinical setting
• Strong leadership, problem-solving, and organizational skills
• Proven ability to manage high-volume operations and large teams

Location

San Francisco

Estimated Pay Range

$131,000.00 - $170,000.00

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.