About the Role
Title: Sr. Director, Customer Care Call Center
Location: Remote US
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At iRhythm, we are dedicated, self-motivated, and driven to do the right thing for our patients, clinicians, and coworkers. Our leadership is focused and committed to iRhythm’s employees and the mission of the company. We are better together, embrace change and help one another. We are Thinking Bigger and Moving Faster.
About This Role
The Senior Director, Customer Care Contact Center manages a team that provides high-quality service to iRhythm’s customers (accounts), patients, and Field Sales team. In this role, you will be responsible for the daily management of our Customer Care contact centers and supporting the managers in meeting and exceeding service level and quality objectives. Responsibilities include hiring and retaining talented people, setting direction for the organization, and driving efficiencies and improvements in the service we deliver to our stakeholders. This individual will thrive while motivating, recognizing, coaching, and training members of the organization. Additionally, you will assist the Vice President with organizational development, strategic projects, and building a team passionate about customer and patient experience.
Specific job responsibilities include:
- Drive the overall Customer Care contact center strategy, including staffing, tools, and processes ensuring best-in-class patient and account satisfaction
- Manage high-impact programs and projects involving the implementation and ongoing improvement of critical customer care processes and systems
- Maintain customer satisfaction and internal quality levels at, or above, stated objectives and appropriately communicate to the team and management
- Effectively manage strategic partners critical to our call center success, reviewing SLAs, quality and ensuring consistency
- Ensure productivity goals for the team are clearly understood, monitored, and achieved
- Ensure that the group manages a quality end-to-end process from ticket submission through resolution while meeting the service expectations of the customers and the organization, supporting customer retention and future growth development
- Partner with Customer Care management, Product Management and Engineering in identifying and communicating enhancements to our service delivery
- Provide effective reporting to peers and management on key objectives and measures
- Identify trends in incoming customer requests with a focus on identifying root analysis, remediation or interim solutions
About you:
- You are an experienced Customer Care leader
- 15+ years of proven experience in a high volume customer care organization (healthcare preferred) with at least 8+ years of director-level experience.
- Customer-first orientation
- Experience managing mixed service delivery team including third-party providers and global contact centers.
- Demonstrated experience in creating and implementing new processes and procedures necessary to maintain high levels of customer satisfaction and customer retention
- Experience with software-enabled device or healthcare IT preferred
- Solid knowledge of support processes and the ability to identify and drive changes in productivity and scalability
- Ability to guide teams through periods of high growth
- Superior customer facing skills with the ability to represent iRhythm with strategic accounts and partners
- Thorough understanding and experience with Customer Relationship Management Systems (preferably Salesforce.com) and call routing systems (preferably NICE)
- Excellent analytic skills and knowledge of reporting tools effectively presenting actionable insights at various levels throughout the organization
- Strong technology skills with the ability to identify and scope creative solutions to help increase both customer satisfaction and sales
- Strong written, verbal and problem solving skills
- Proven ability to hire, retain and grow a talented workforce
- BS or BA in a related field