Customer Experience, Program Manager | Central & Northeast Region

iRhythm Technologies, Inc. is a leading digital healthcare company focused on cardiac health solutions. The Program Manager for Customer Experience will design and execute strategies to improve customer journeys and drive adoption of the Zio Service, collaborating with sales teams and health system stakeholders to optimize cardiac monitoring programs.

Responsibilities:

• Ability to perform the role effectively for an average of 6 opportunities concurrently
• Support customer clinical, operational, and 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 the 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 engagements
• 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 the 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, Master's degree preferred
• 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%
• 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