Support Readiness, Program Manager

iRhythm Technologies, Inc.; United States; Remote; USD 81,000 - 105,000; Full time

Job summary

A leading digital healthcare company is seeking a Support Readiness, Program Manager to define service requirements and enhance product support. This full-time remote role offers competitive salary and benefits, focusing on improving customer satisfaction and product quality.

Benefits

Health Insurance

Paid Holidays

PTO

401K with match

Stock Purchase Plan

Qualifications

• Minimum 4 years experience in technical support/support readiness.
• Understanding of global support business processes.
• Ability to manage multiple cross-functional projects.

Responsibilities

• Define and manage service and support requirements for New Product Introductions.
• Collaborate with Marketing, Engineering, and Manufacturing.
• Drive improvements in existing products support.

Skills

Communication

Project Management

Analytical Skills

Job description

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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

Support Readiness, Program Manager (REMOTE)

About IRhythm

iRhythm is a leading digital healthcare company focused on the way cardiac arrhythmias are clinically diagnosed by combining our wearable biosensing technology with powerful cloud-based data analytics and machine-learning capabilities. Our goal is to be the leading provider of first-line ambulatory ECG monitoring for patients at risk for arrhythmias. iRhythm’s continuous ambulatory monitoring has already put over 1 million patients and their doctors on a shorter path to answers.

Responsibilities

1. Define and manage service and support requirements for New Product Introductions (NPI) from Customer Care and integrate them into the product release process.
2. Transfer technical information to Customer Care and support readiness activities to ensure support teams are prepared at product launch.
3. Collaborate with Marketing, Engineering, and Manufacturing to identify and address quality and customer satisfaction issues throughout the product lifecycle.
4. Drive improvements in existing products support through engineering changes.
5. Coordinate with launch teams to represent Customer Care requirements.
6. Participate in quality reviews and ensure project milestones are met with quality standards.
7. Develop support plans, documentation, and processes for new products and services.
8. Assist in staffing and equipment planning for support of new products.
9. Manage defect tracking and work with engineering and quality teams to resolve issues.
10. Handle Level 3 technical escalations, working with Engineering to develop solutions and communicating them to support teams.
11. Explore and implement innovative support strategies leveraging product strengths.
12. Establish feedback loops to monitor and improve support effectiveness.
13. Provide guidance to global support teams for product launches.
14. Lead efforts to improve support metrics for world-class customer support.

Qualifications

• Minimum 4 years experience in technical support/support readiness, preferably in medical devices or high-tech industries.
• Understanding of global support business processes, systems, and product development.
• Knowledge of IT infrastructure as it relates to supportability.
• Ability to manage multiple cross-functional projects in a fast-paced environment.
• Excellent communication, people management, and project management skills.
• Experience leading cross-functional teams and influencing without direct authority.
• Strong analytical and decision-making skills, including financial analysis.

What’s In It For You

This full-time role offers a competitive salary and benefits including health insurance, paid holidays, PTO, 401K with match, stock purchase plan, and more.

Additional Details

Location: Remote - US

Estimated Pay Range: $81,000 - $105,000

iRhythm is an Equal Opportunity Employer and values diversity and inclusion. We consider all qualified applicants, including those with arrest and conviction records, in accordance with applicable laws.