Senior Director, Customer Care & Strategy (Remote)

El Camino Health; Northern (KY); Hybrid; USD 198,000 - 258,000; Full time

Job summary

iRhythm Technologies is seeking a Senior Director, Customer Care to define strategy, lead transformation, and optimize a high-volume service environment. You will shape the multi-year roadmap spanning operating model, digital channels, AI, and analytics, delivering measurable business value.

The role requires strong leadership, cross-functional influence, and a track record of scalable, patient-focused customer care in a regulated healthcare setting.

Qualifications

• 15+ years of progressive experience in Customer Care or related service organizations with senior leadership accountability.
• Bachelor’s degree in a related field or equivalent experience.
• Proven success defining and executing functional strategy while delivering strong operational performance.
• Experience leading multi-year transformation roadmaps for operating model, customer experience, and technology.
• Experience with omnichannel service delivery, AI, automation, and digital channels.
• Strong executive communication, judgment, and influencing abilities.

Responsibilities

• Define and execute the Customer Care strategy and operating model aligned with growth and experience objectives.
• Lead and be accountable for service quality, productivity, compliance, and cost.
• Translate priorities into operating plans, capacity strategies, and workforce requirements.
• Evolve the Customer Care model for growth, new products, and scalability.
• Lead omni-channel evolution across voice, digital, messaging, and self-service.
• Drive adoption of capabilities through process redesign and change management.

Skills

Leadership

Strategic planning

Operations management

Customer care

Data analytics

AI & automation

Healthcare industry

Executive communication

Change management

Education

Bachelor's degree or equivalent

Tools

Salesforce

CRM platforms

Contact center tech

Job description

iRhythm Technologies is seeking a Senior Director, Customer Care to define strategy, lead transformation, and optimize a high-volume service environment. You will shape the multi-year roadmap spanning operating model, digital channels, AI, and analytics, delivering measurable business value.

The role requires strong leadership, cross-functional influence, and a track record of scalable, patient-focused customer care in a regulated healthcare setting.