Head of Quality & Customer Experience
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Job Description
Position Purpose:
The Head of Quality & Customer Experience will ensure that every product case and interaction meets the highest standards of accuracy reliability and trust. This leader will define and monitor service standards oversee complaint and escalation systems and ensure the end-to-end customer journey is consistent and dependable. The role reports directly to the CEO.
Key Responsibilities
1. Strategic Leadership & Reporting
Lead the Quality & Customer Experience Department setting the vision and KPIs for reliability and satisfaction.
Present a monthly Quality & Experience Review to the CEO and leadership team covering turnaround times remake/error rates escalations and retention.
Build dashboards and scorecards that make performance transparent across teams.
2. Quality Standards & Performance Oversight
Define monitor and enforce service-level agreements (SLAs) for turnaround time (TAT) on-time delivery and case accuracy.
Audit operations independently ensuring corrective actions are implemented when standards slip.
Partner with Operations to improve processes while maintaining reliability and consistency.
Ensure late or inaccurate cases are logged root-caused and systematically reduced.
3. Customer Experience & Escalations
Own the complaint and escalation management system ensuring issues are tracked classified and closed with corrective action.
Personally manage escalations for high-severity cases in coordination with Sales and the CEO.
Monitor churn risks and proactively flag at-risk accounts to protect relationships.
Drive measurable improvements in customer satisfaction resolution times and retention.
4. Clinical Reliability
Track clinical performance of outputs (guides crowns restorations) to ensure they work as expected chairside.
Partner with dentists and technicians to validate outcomes and minimize clinical errors.
Feed insights into lab and digital workflows for continuous improvement.
5. People Development & Training
Define competency standards for technicians designers and staff.
Oversee training and retraining programs to improve quality and reduce repeat issues.
Extend responsibility to external training and onboarding of customers in digital workflows (software scanner).
6. Continuous Improvement & Innovation
Apply Lean Six Sigma or Kaizen practices adapted for lab and digital workflows.
Lead cross-functional initiatives to improve efficiency reliability and customer trust.
Standardize best practices across departments to ensure consistency and scalability.
Requirements
Qualifications
7 years of leadership experience in Quality Operations or Customer Experience; healthcare or dental industry experience preferred.
Proven track record of improving delivery reliability reducing errors and strengthening customer satisfaction/retention.
Strong background in complaint management escalation handling and process improvement.
Familiarity with Lean/Six Sigma or other improvement frameworks.
Excellent communication leadership and change management skills.
Success Profile
Customer-focused leader: ensures every case and interaction strengthens trust.
Standards enforcer: defines and monitors SLAs while holding Ops accountable for execution.
Escalation manager: ensures serious complaints are resolved quickly and sustainably.
Clinical mindset: ensures outcomes are reliable chairside not just in production.
Benefits
Benefits
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Fluent English Speaker is a Must Minimum of 7 years of experience resolving complex employee relations issues. Working knowledge of multiple human resource disciplines, including compensation practices, organizational diagnosis, employee and union relations, diversity, performance management, and federal and state respective employment laws. Bachelor's degree preferred. Excellent verbal and written communication skills. Excellent interpersonal and customer service skills. Excellent organizational skills and attention to detail. Ability to comprehend, interpret, and apply the appropriate sections of applicable laws, guidelines, regulations, ordinances, and policies. Ability to acquire a thorough understanding of the organization's hierarchy, jobs, qualifications, compensation practices, and the administrative practices related to those factors. Excellent time management skills with a proven ability to meet deadlines. Strong analytical and problem-solving skills. Proficient with Microsoft Office Suite or related software.
Employment Type
Full Time
