Senior Director, Customer Care

About This Role: The Senior Director, Customer Care is responsible for the strategy, leadership, transformation, and performance of iRhythm's Customer Care function, supporting patients, healthcare providers, accounts, Field Sales, and other key stakeholders. Reporting to the Executive Vice President, Business Operations, this leader will set the strategic direction for Customer Care while ensuring strong performance across a complex, high-volume service environment. The Senior Director will define and execute a multi-year roadmap that evolves the operating model across customer experience, people, process, technology, digital channels, AI and automation, analytics, and organizational capabilities. This leader will balance operational excellence today with transformation for the future; building a scalable, digitally enabled organization that delivers exceptional customer and patient experiences and measurable business value. What You'll Be Doing: - Lead Customer Care Contact Center Strategy & Operations: Define and execute the Customer Care strategy and operating model, aligned with company growth, Operations priorities, and customer and patient experience objectives. Provide overall leadership and accountability for service, quality, productivity, compliance, customer experience, cost, and operational risk. - Elevate the Customer & Patient Experience: Establish a customer- and patient-centered service strategy that delivers consistent, high-quality experiences across the customer journey. Lead the evolution of an omnichannel experience across voice, digital, messaging, and self-service. - Shape the Future of Customer Care Contact Center: Define and execute a multi-year transformation roadmap spanning operating model, customer experience, digital channels, AI and automation, technology, workforce capabilities, and organizational design. - Drive Operational Excellence & Insights: Establish a disciplined operating cadence and performance framework across service, quality, customer experience, productivity, capacity, cost, and operational risk. - Build, Lead & Influence: Lead, coach, and develop a high-performing Customer Care leadership team and organization with clear accountability for results. Required Qualifications: - 15+ years of progressive experience in Customer Care, Contact Center Operations, Customer Experience, Customer Operations, or related service organizations. - Bachelor's degree in a related field or equivalent combination of education and relevant experience. - Experience within healthcare, medical technology, medical device, healthcare technology, or another highly regulated industry. - Demonstrated success defining and executing functional strategy while delivering strong operational performance. - Proven ability to develop and execute multi-year transformation roadmaps spanning operating model, customer experience, digital capabilities, technology, workforce strategy, and organizational design. - Strong understanding of modern Customer Care technologies and capabilities, including CRM, contact center platforms, workforce and quality management, analytics, digital channels, and self-service. - Strong AI and digital fluency, with the ability to evaluate emerging capabilities, identify high-value use cases, and translate investments into measurable business outcomes. - Exceptional executive communication, judgment, influencing, decision-making, and problem-solving capabilities. Preferred Qualifications: - Experience implementing AI, automation, intelligent self-service, agent-assist, or other AI-enabled Customer Care capabilities. - Experience leading large-scale contact center technology transformation, platform modernization, or digital enablement initiatives. - Experience with Salesforce, NICE, or comparable CRM and contact center technologies. - Advanced degree in Business, Operations, Healthcare Administration, Technology, or a related field.