[Remote] Customer Experience, Program Manager | Central & Northeast Region at iRhythm Technologies

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, MedTech, CardiologyIndustries

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
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
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 iRhythm’s 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
Strong understanding of the healthcare landscape and experience in cardiology preferred
Ability to multi-task and prioritize work

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 iRhythm’s 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

Skills

Key technologies and capabilities for this role

Customer ExperienceProgram ManagementCustomer JourneysHealthcare AnalyticsStakeholder ManagementCardiac MonitoringPopulation HealthOperational EfficiencyStrategic PlanningCross-functional Collaboration

Questions & Answers

Common questions about this position

What education and experience are required for this role?

A Bachelor’s degree is required, with a Master’s degree preferred. Minimum of 6 years of related experience with a Bachelor’s degree, or 4 years with a Master’s.

What is the salary range for this Customer Experience Program Manager position?

This information is not specified in the job description.

Is this position remote or does it require travel in the Central & Northeast Region?

This information is not specified in the job description.

What is the company culture like at iRhythm Technologies?

iRhythm fosters a collaborative, innovative environment where employees collaborate, create, and reimagine possibilities, driven by a commitment to put patients first, think big, and move fast.

What makes a strong candidate for this Customer Experience Program Manager role?

Strong candidates have a Bachelor’s or Master’s degree with relevant experience, the ability to manage 6 opportunities concurrently, partner with health system stakeholders, and leverage insights to design customer journeys and drive adoption.

iRhythm Technologies

Advanced cardiac monitoring solutions provider

About iRhythm Technologies

iRhythm Technologies focuses on cardiac monitoring solutions, with its main product being the Zio Patch, a wearable device that tracks heart rhythms for up to 14 days. This extended monitoring helps healthcare providers detect irregular heart rhythms that shorter monitoring might miss, making it especially useful for patients at risk. The company serves both patients and healthcare providers, generating revenue by selling the Zio Patch and offering data analysis services to interpret the collected heart data. iRhythm aims to improve patient outcomes and streamline healthcare workflows in the cardiac health sector.

San Francisco, CaliforniaHeadquarters

2006Year Founded

$102.8MTotal Funding

IPOCompany Stage

Biotechnology, HealthcareIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

Paid Vacation

Paid Holidays

401(k) Retirement Plan

401(k) Company Match

Employee Stock Purchase Plan

Mental Health Support

Hybrid Work Options

Pet Insurance

Risks

Increased competition from emerging cardiac monitoring technologies threatens market share.

FDA warning letter may lead to regulatory scrutiny and potential fines.

Shareholder investigation could result in legal challenges and financial liabilities.

Differentiation

Zio Patch offers up to 14 days of uninterrupted cardiac monitoring.

iRhythm's Zio Patch is the smallest and least conspicuous cardiac diagnostic device.

The company provides data analysis services for actionable insights from Zio Patch data.

Upsides

Wearable health tech market growth aligns with iRhythm's business model.

Telehealth expansion increases demand for remote monitoring solutions like Zio Patch.

AI integration enhances arrhythmia detection accuracy in iRhythm's Zio Patch.

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