Manager, Commercial Field Support

About This Role: Manager, Commercial Field Support

Reporting into: Senior Director, Customer Experience

Position Summary

The Field Support Representatives (FSRs) play a critical role in supporting iRhythm's field sales organization and advancing the service and retention efforts of iRhythm's business. The team works most directly with Territory Managers, Key Account Managers, and Regional Sales Directors while also supporting customers through key operational needs. The Manager, Commercial Field Support, who leads the Field Support Representatives, is responsible for day-to-day execution, coaching, and performance of the FSR organization while helping shape its continued evolution. As the organization matures, this leader will be expected to bring forward leadership, innovation, and operational discipline to help transform the team from primarily reactive support toward a more proactive model that supports and manages meaningful portions of iRhythm's business through strong service, retention, and field partnership. This leader coaches both FSRs and Data Coordinator team members to consistently deliver exceptional support to field sales partners and customers. Core areas of team responsibility include account onboarding, account operations support, inventory and shipment coordination, user maintenance, management of special instructions, issue resolution, reporting and insights, and triaging escalations. The Manager partners closely with the Senior Manager, FSR and Senior Director Customer Experience, as well as with Sales, Key Account Management, Customer Care, Clinical Operations, Inventory, and other cross-functional teams to improve account support, customer experience, and team performance. The ideal candidate is a collaborative people leader who enjoys coaching others, solving complex operational challenges, and identifying innovative ways to evolve team capabilities within a fast-paced medical technology environment.

What You'll Do

Team Leadership & Development

• Lead, coach, and develop a team of FSRs to achieve individual, team, and organizational goals.
• Partner closely with Senior Manager, FSR and Senior Director, Customer Experience to continue to elevate and evolve how this team serves the Commercial Org + Customers.
• Foster a culture of accountability, collaboration, ownership, and continuous improvement.
• Conduct regular coaching conversations, performance reviews, and development planning.
• Support onboarding, training, mentoring, and career development for new and existing team members.
• Help build future leadership capability by identifying and developing high-potential talent.

Operational Excellence

• Ensure consistent execution of standardized workflows, operating procedures, and service expectations.
• Monitor team performance against key operational metrics, service levels, and quality standards.
• Identify opportunities to improve efficiency, eliminate manual work, and streamline processes.
• Support implementation of new systems, tools, automation, and workflow improvements.
• Escalate systemic issues and recommend solutions that improve team performance and customer experience.

Commercial Partnership

• Build strong working relationships with Territory Managers, Regional Sales Directors, Key Account Managers, and Customer Care teams.
• Partner with commercial teams to resolve customer challenges and improve operational performance.
• Ensure FSRs are viewed as trusted partners who help drive customer success rather than simply responding to requests.
• Reinforce role clarity and appropriate ownership across cross-functional teams.

Service, Retention & Field Support

• Lead a team responsible for supporting the service and retention efforts of iRhythm's business while balancing customer experience, field sales priorities, and operational efficiency.
• Coach FSRs to move beyond reactive request management by proactively supporting field sales partners, monitoring account needs, identifying customer risks, and helping resolve issues before they impact customer experience or retention.
• Use operational reporting, account insights, regional business trends, and customer support data to guide coaching, prioritization, resource allocation, and day-to-day decision-making.
• Partner with Territory Managers, Key Account Managers, Regional Sales Directors, and cross-functional teams to improve account onboarding, operational execution, customer issue resolution, and service continuity.
• Develop team capability around account onboarding, operational support, managing special instructions, reporting and insights, escalation triage, and proactive support of customer service and retention activities.

Continuous Improvement

• Encourage team members to identify root causes and recommend scalable solutions.
• Participate in cross-functional improvement initiatives and organizational projects.
• Share feedback from customers and field partners to improve products, systems, and processes.
• Help drive adoption of best practices across the FSR organization.

Required Qualifications

• Bachelor's degree preferred.
• 5–8 years of experience in medical device, healthcare technology, diagnostics, or related healthcare industry.
• 2–5 years of people leadership experience leading customer-facing or commercial support teams OR consistent proven peer leadership experience at IRTC.
• Ability to travel up to 50% of the time to effectively contribute to Commercial Leadership meetings, Commercial Business + Training sessions, Host or Attend functional offsites, etc.
• Demonstrated success coaching and developing high-performing teams.
• Strong operational problem-solving and organizational skills.
• Excellent communication and relationship-building abilities.
• Experience working cross-functionally in a collaborative, fast-paced environment.
• Ability to balance day-to-day execution with continuous improvement initiatives.

Preferred Qualifications

• Remote U.S.-based role; preference for candidates residing in Texas or Illinois to align with current business and hiring priorities.
• Experience supporting field sales organizations.
• Knowledge of healthcare operations and customer workflows.
• AI Literacy to drive efficiency and innovation to service line
• Experience with CRM platforms, operational reporting, and workflow management tools.
• Experience implementing process improvements or leading operational initiatives.

Leadership Competencies

The successful candidate consistently demonstrates the ability to:

• Lead with integrity, empathy, and accountability.
• Develop and coach high-performing teams.
• Build trusted partnerships across Commercial and Operations.
• Drive consistency through strong execution.
• Identify operational challenges and improve processes.
• Navigate ambiguity with sound judgment.
• Communicate effectively across all levels of the organization.
• Foster a culture of continuous learning and improvement.
• Balance customer needs with business priorities.
• Embrace change, bring forward innovative ideas, and help others successfully navigate the evolution of the FSR organization.