Senior Manager, Customer and Client Experience

About Rhythm 

Rhythm is redefining the future of remote cardiac monitoring. Our all-in-one platform combines advanced technology with a dedicated clinical/admin support team to help practices streamline workflows, improve patient outcomes, and drive revenue — without adding administrative burden. We serve cardiology device clinics, hospitals, and health systems across the U.S., providing unmatched reliability, service, and integration. 

Role Overview

The Senior Operations Manager, Client Success & Patient Support is a senior operational leader responsible for the performance, scalability, and quality of Rhythm’s non-clinical support operations. This role oversees teams that directly support patients and healthcare clients through high-volume inbound and outbound engagement, as well as complex workflow execution within client systems, including EHRs.   

This leader ensures that patient support and client operations function as a reliable, efficient, and patient-centered service engine, tightly aligned with clinical workflows, client expectations, and Rhythm’s growth strategy. Acting as both a people leader and operational architect, this role translates organizational objectives into scalable processes, performance standards, and measurable outcomes. 

Key Responsibilities: 

• Own day-to-day operations for Patient Support and Client Success teams, including contact center activities, EHR-based workflows, and administrative support functions. 
• Ensure consistent, high-quality execution across inbound and outbound patient engagement (connectivity support, no-shows, billing inquiries, and follow-ups).
• Oversee client-facing operational workflows, including report uploads, encounter support, and other EHR-based tasks performed within client systems.
• Serve as the primary escalation point for complex operational issues impacting patients, clients, or internal stakeholders. 
• Lead the Workforce Planning team to ensure proper staffing for client support and patient support teams. 
• Manage workload balancing and scalability for operational efficiency.
• Execute a multi-channel strategy for patient engagement and client support engagement.
• Monitor results to identify performance improvement opportunities.
• Communicate key messages effectively to inform team members of process changes.
• Develop and implement key performance indicators across department, teams and individuals.
• Provide regular feedback to leadership on performance wins and areas for improvement across the department and respective teams.
• Standardize operational procedures and ensure consistency across teams in execution. 
• Identify operational bottlenecks, root causes, and failure points; drive continuous improvement through process redesign and automation where appropriate.
• Measure success by the organization's ability to provide high-quality services and meet operational goals.
• Partner with Clinical, Product, Client Success, and Engineering teams to ensure operational processes are tightly integrated with clinical care delivery and client expectations.

About You:

• 7+ years of related experience.
• 3+ years of demonstrated experience leading and managing teams.
• Previous contact center workforce management or customer service administration leadership experience.
• Prior experience in healthcare operations, digital health, or healthcare-adjacent services a plus.
• Experience in attracting, selecting, developing, and motivating team members. 
• Demonstrated ability to translate strategy into efficient processes that scale.
• Strong leadership, delegation, and mentorship competencies.
• Proven ability to independently solve complex operational issues.
• Experience in workforce management, including scheduling, resource allocation, and productivity optimization.
• Excellent communication and coaching skills.

Salary range: $110,000-$125,000, depending on experience