Customer Experience, Program Manager | West Region

iRhythm Technologies, Inc. is a digital healthcare company that develops cardiac monitoring solutions using wearable biosensors, cloud-based analytics, and proprietary algorithms. The Program Manager, Customer Experience designs and leads customer experience strategies for large health systems, partnering with sales and cross-functional teams to improve operational efficiency, customer outcomes, and adoption of the Zio Service.

Responsibilities:

• 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
• 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
• 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
• 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%
• Master's degree preferred: experience may count toward a degree requirement
• 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
• Strong understanding of the healthcare landscape and experience in cardiology preferred