Director, Customer Success & IDTF Operations

ZOLL Medical•Atlanta, GA

17h•Remote

About The Position

At ZOLL, we're passionate about improving patient outcomes and helping save lives. We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions. ZOLL Itamar is an innovative medical device technology company that focuses on the development and manufacturing of Home Sleep Apnea Tests to aid in the diagnosis of respiratory sleep disorders. Our core product is the WatchPAT®️ family, a revolutionary FDA-cleared portable home sleep apnea test device, that is based on proprietary signal and analysis. 80% of patients who have sleep apnea are undiagnosed. We are committed to reach those undiagnosed patients and provide testing to promote wellness and enhance overall quality of life. WatchPAT®️ is commercially available within major markets including the U.S., Japan, and Europe, and is the leading home sleep apnea test in the US. ZOLL Itamar's corporate headquarters, research and development and manufacturing are located in Israel with U.S. headquarters based in Atlanta, GA.

Requirements

Bachelor’s degree required; degree in healthcare administration, business, life sciences, or a related field preferred.
10+ years of experience in customer success, implementation, account management, program management, healthcare operations, service delivery, or a related leadership function.
5+ years of people leadership experience, including experience leading managers, distributed teams, or matrixed customer-facing organizations.
Experience working with hospitals, health systems, physician offices, IDTFs, or similarly complex healthcare environments.
Experience in sleep diagnostics, cardiology, digital health, medical devices, or other clinically oriented healthcare solutions.
Experience leading customer success, service delivery, or operational teams in a high-growth or evolving healthcare environment.
Meaningful operational experience, preferably in healthcare.
Experience building scalable processes, management routines, dashboards, playbooks, and field-guidance tools that improve performance and consistency across teams, ideally in partnership with a dedicated Training function.
Experience partnering with field sales organizations and operations teams to drive customer adoption, utilization, retention, and service quality in a model where Sales retains account ownership and Customer Success operates as a leveraged support function.
Demonstrated success leading day-to-day operations for a customer-facing or service-delivery team, including ownership of metrics, escalations, workflow improvement, and cross-functional coordination.
Strong communication, leadership, and relationship-management skills, with the ability to influence across functions and lead effectively in a fast-moving environment.
Strong analytical, organizational, and problem-solving skills, with the ability to move between strategic priorities and operational detail.
Proficiency with Microsoft Office products, including Word, Excel, PowerPoint, and Outlook.
Strong people leader with the ability to coach managers, develop talent, and build accountability without losing team engagement or trust.
Operationally rigorous and comfortable owning daily business performance, identifying gaps quickly, and driving practical solutions.
Customer-focused and commercially aware, with sound judgment on how to balance customer needs, field realities, and business objectives.
Able to communicate clearly and credibly with senior leaders, field teams, internal partners, and customer stakeholders, and to serve as a trusted SME on customer success best practices without blurring ownership with Sales or the Training department.
Comfortable navigating ambiguity, managing competing priorities, and maintaining execution discipline across multiple workstreams.
Committed to continuous improvement, measurable outcomes, and a high standard of service.

Responsibilities

Directly leads the Associate Director, Customer Success team and the WatchPAT TurnKey Manager; indirectly supports the broader TurnKey team, including coordination and specialist resources.
Owns the daily operating rhythm for Customer Success and TurnKey service delivery, including performance management, escalations, workflow continuity, and execution against business priorities, while ensuring resources are deployed against the highest-value needs of the business.
Partners closely with Area Business Directors, regional field teams, Operations, Digital Health, and internal support functions to align customer needs with field execution and operational readiness.
Responsible for team performance, service levels, talent development, process standardization, and operational scaling across a growing customer base, including close coordination with Area Business Directors on where Customer Success resources should be prioritized and deployed.
Serves as the SME function for customer success best practices and partners closely with the Training department so enablement efforts reflect field realities and operational priorities without duplicating the Training department’s core role.
Lead, coach, and develop direct reports, including Associate Directors of Customer Success and the WatchPAT TurnKey Manager, by setting clear expectations, providing regular feedback, and driving accountability for results.
Establish an effective management cadence across the organization, including goal setting, performance reviews, operating reviews, staffing discussions, and cross-functional alignment routines.
Build a high-performing, customer-focused culture grounded in ownership, responsiveness, collaboration, and continuous improvement.
Partner on workforce planning, hiring, onboarding, and organizational design to ensure the team is appropriately structured and resourced for current demand and future growth.
Own day-to-day operational performance across Customer Success and TurnKey service delivery, including onboarding quality, customer adoption support, utilization support, account assistance, workflow continuity, and issue resolution.
Define, monitor, and manage key performance indicators, service levels, and operating metrics related to customer experience, team productivity, turnaround time, escalations, and program performance, and use those insights to recommend where Customer Success resources should be focused.
Ensure effective triage, escalation management, and cross-functional resolution of customer, field, and operational issues, with strong follow-through and clear communication.
Oversee the consistency and quality of account setup, documentation, workflow execution, and service delivery standards across systems, teams, and customer types.
Partner closely with Sales leadership, including Area Business Directors and regional field teams, to support successful implementation, account health, utilization growth, and customer retention.
Work closely with Operations, Digital Health, reimbursement-related stakeholders, the Training department, and other internal teams to remove friction points, improve workflows, and deliver a seamless customer experience.
Provide analysis, recommendations, best practices, and support that are aligned with the relevant Area Business Director and business priorities.
Serve as a senior point of coordination between customer-facing teams and internal functions, ensuring priorities are aligned, risks are surfaced early, and execution remains on track.
Reinforce a clear operating model in which Customer Success works in close partnership with Sales and Area Business Directors rather than operating independently from them.
Translate strategic priorities from leadership into clear execution plans, operating mechanisms, and measurable deliverables for the team.
Lead strategic and operational projects that improve service delivery, customer outcomes, utilization, scalability, and organizational effectiveness.
Develop and refine customer success playbooks, SOPs, field guidance, dashboards, and standard work that improve consistency, speed, and quality across the customer lifecycle, and partner with the Training department as needed to support broader training and reinforcement efforts.
Capture and synthesize customer, field, and operational feedback to inform business decisions, improve processes, and strengthen the overall customer experience, while aligning recommendations and resource deployment with Area Business Directors.