Senior Business Analytics Manager (Customer Care)

About iRhythm:

iRhythm is a leading digital healthcare company focused on the way cardiac arrhythmias are clinically diagnosed by combining our wearable bio sensing technology with powerful cloud-based data analytics and Artificial Intelligence capabilities. Our goal is to be the leading provider of ambulatory ECG monitoring for patients at risk for arrhythmias. iRhythm's continuous ambulatory monitoring has already put over 4 million patients and their doctors on a shorter path to what they both need - answers.

About this role:

The Senior Business Analytics Manager will support our Customer Care function.In this role, you will be responsible for overseeing all aspects of data analytics & reporting relative to the Customer Care function including (but not limited to) Call Center Metrics, Vendor performance metrics, Productivity metrics, etc. You will not only influence the customer care leadership team on what data to measure but also how to translate the data (from reports) to insights and what actions to drive to maximize output and enhance operational efficiency. The Senior Business Analytics Manager will be part of a small Business Operations ninja team and support 150+ people in customer care function, who collectively work to support patients and medical professionals who utilize our cardiac services.

The ideal candidate will be a self-starter with a high level of curiosity, a desire to move fast and do big things and someone who brings with them an analytical mindset with a solid understanding of customer care function.

Key Role Responsibilities:

• Help Customer Care leadership team understand not only what data to measure, but how to translate that data from reports into insights and what actions to drive based on those insights.
• Customer Care Analysis: Conduct in-depth analysis of customer care processes & metrics and create a roadmap of KPI / analytics / reporting needs for next 12 months based on alignment with Customer Care Leadership team.
• Document report/dashboard requirements for customer care function covering all areas of the business - example Call Center Metrics, Vendor Performance KPI's, Productivity Metrics & Capacity Models, etc.
• Work with offshore team to implement tableau/excel requirements and navigate through challenges such as data or infrastructure gaps.
• Active participation in on-going customer care leadership calls and business reviews to not only support analytical needs but also to help them understand where the biggest opportunities are and how to prioritize for maximum output.
• Identify patterns in the data and help the teams understand root cause and work collaboratively to develop and implement solutions to reduce friction points.
• Process Improvement: Identify process inefficiencies and recommend improvements to streamline customer care operations. Collaborate with cross-functional teams to implement best practices and standardize workflows.

About You:

• Passion for creating world class customer experiences.
• Bachelor's degree in healthcare administration, business administration, or related field.
• Minimum 12 years of work experience out of which minimum 5 years of experience supporting customer care in any setting (call center or operational role)
• Prior experience in a cardiac diagnostics business required; experience with health care reimbursement strongly preferred.
• Excellent analytical and problem-solving skills with the ability to interpret complex data sets and draw actionable insights.
• Advanced Excel Skills.
• Experience in customer care software, CRM system (Salesforce) and data analytics tools.
• Exceptional communication and troubleshooting skills.
• Experience working cross-functionally with different teams in a matrix setting.
• Experience in process improvement initiatives. Six Sigma huge plus.
• Proficiency in Tableau not required but a plus.

This is a REMOTE position.

What's in it for you:

This is a full-time position with competitive compensation package, excellent benefits including medical, dental, and vision insurance (all of which start on your first day), paid holidays, and PTO!

iRhythm also provides additional benefits including 401K (with company match), an Employee Stock Purchase Plan, paid parental leave, pet insurance discount, Cultural Committee/Charity events, and so much more!

FLSA Status: Exempt

As a part of our core values, we ensure a diverse and inclusive workforce. We welcome and celebrate people of all backgrounds, experiences, skills, and perspectives. iRhythm Technologies, Inc. is an Equal Opportunity Employer (M/F/V/D). We will consider for employment all qualified applicants with arrest and conviction records in accordance with all applicable laws.

Make iRhythm your path forward.

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Actual compensation may vary depending on job-related factors including knowledge, skills, experience, and work location.

Estimated Pay Range

$160,000$195,000 USD.