Customer Experience, Program Manager | West Region

Career-defining. Life-changing. At iRhythm, you’ll have the opportunity to grow your skills and your career while impacting the lives of people around the world. iRhythm is shaping a future where everyone, everywhere can access the best possible cardiac health solutions. Every day, we collaborate, create, and constantly reimagine what’s possible. We think big and move fast, driven by our commitment to put patients first and improve lives. We need builders like you—curious and innovative problem solvers looking for the chance to meaningfully shape the future of cardiac health, our company, and your career.

About the Role

The Customer Experience team partners both internally and externally, including with sales and commercial teams along with key stakeholders at large health systems, to design and execute solutions that improve efficiency and outcomes.

Responsibilities

• Support customer clinical, operational, and financial goals by 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.
• Create and lead 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 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, and recommend solutions.
• Leverage career experience and iRhythm tools to create standardized, reproducible experiences for customer engagement.
• Collaborate closely with CX Senior Manager peers, area sales leadership, and cross-functional teams (EHR Integration Managers, Key Account Managers, Revenue Cycle Billing Managers, Clinical Operations, and Customer Service) to meet customer needs and drive adoption of the Zio service.
• Prioritize work that aligns with iRhythm business goals.
• Accountable for performance metrics demonstrating physician adoption across large health systems, contributing to business health.
• Strategically partner with geographic sales teams to understand their business plans and support deep and broad penetration of large health systems.
• Manage an average of 6 opportunities concurrently.

Requirements

• Bachelor’s degree required; Master’s degree preferred (experience may count toward degree requirement).
• Minimum of 6 years of related experience with a Bachelor’s degree; or 4 years with a Master’s degree.
• Experience in device or clinical sales working with large health systems in a consultative capacity, or experience in healthcare process improvement, cardiovascular leadership, or clinical roles.
• Ability to influence across teams with strong collaboration skills; build trust quickly with sales teams, cross-functional partners, and customers as a strategic partner.
• Flexibility to adapt to business needs and onboard/execute within 3–6 months.
• Strong communication and presentation skills.
• Ability to analyze data quickly to derive actionable insights for recommendations.
• Demonstrated ability to adapt and perform in ambiguous or complex situations.
• Strong understanding of the healthcare landscape; experience in cardiology preferred.
• Ability to multi-task and prioritize in a fast-paced environment.
• Proficiency with business tools including Salesforce and Microsoft Office (Visio).
• Must be able to travel up to 50%.

Pay

Estimated pay range: $115,000.00 – $149,000.00. Actual compensation may vary based on job-related factors including knowledge, skills, experience, and work location.