Senior Business Analyst

Summary

Join iRhythm Technologies as a Senior Business Analyst and lead all aspects of reporting and business analytics within the Customer Care Department. This critical role ensures the department's long-term success by providing data-driven insights for impactful decisions. You will own key KPIs, proactively monitor global Customer Care operations, and develop reporting frameworks and dashboards. The position requires significant experience in customer care operations, data analytics, and BI tools. You will collaborate with cross-functional teams, ensuring data security and compliance. iRhythm offers a competitive compensation package, excellent benefits, and opportunities for professional growth.

Requirements

• Significant knowledge and experience with Customer Care operations, including call center support, inventory management, customer onboarding, professional services, training, and staff utilization
• Experience assessing current performance and strategizing on future results
• Tableau and Salesforce reporting skills
• Ability to create storyboards, dashboards, reports, graphs, charts, and other visual depictions of data analysis
• Bachelor’s or Master’s degree in business analytics, statistics, operations research, computer science, IT or any other relevant discipline
• Minimum 6 – 10 years’ experience in process optimization, BI tools and other data-analytics roles
• Experience with PMP, CRM, IVR, and call center telephony reporting and tools
• Strong understanding of data modeling and data visualization concepts
• Familiarity with data warehouse concepts
• Excellent attention to detail and problem-solving skills
• Excellent communication and collaboration skills
• Ability to work independently and as a part of a team
• Adaptability to changing business requirements
• Knowledge of statistics and experience using statistical packages for analyzing datasets (Excel, Salesforce, Tableau etc.)
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
• Adept at queries, report writing, and presenting findings

Responsibilities

• Own key KPIs, and metrics for the global Customer Care team
• Proactively monitor the global Customer Care work areas to ensure timeliness, adherence to process and identify improvements and remediations when necessary
• Drive the build out, design and development of reporting framework and dashboards to meet the business stakeholders’ needs
• Organize and evaluate key performance metrics to understand current effectiveness
• Based on analytics and trends, influence cross-organizational behaviors that drive improvements in service adoption and gross margin
• Collaborate with data engineers and analysts to acquire, clean, and transform data for reporting purposes
• Fulfill requests from other department leaders for global Customer Care data trends when needed
• Ensure data security and compliance with best practices
• Perform Ad-hoc requests to understand changes in patient and customer behavior based on data results
• Participate in the design or redesign of customer care business processes and workflows
• Work with management to prioritize business and information needs
• Digest and analyze global PHI data from all areas of iRhythm Customer Care

Benefits

• Competitive compensation package
• Medical, dental, and vision insurances (all of which start on your first day)
• Health savings account employer contributions (when enrolled in high deductible medical plan)
• Cafeteria plan pre-taxed benefits (FSA, dependent care FSA, commute reimbursement accounts)
• Travel reimbursement for medical care
• Noncontributory basic life insurance & short/ long term disability
• Emotional health support for you and your loved ones
• Legal / financial / identity theft/ pet and child referral assistance
• Paid parental leave
• Paid holidays
• Travel assistance for personal trips and PTO!
• 401(k) (with company match)
• An Employee Stock Purchase Plan
• Pet insurance discount
• Unlimited amount of Linked In Learning classes