Vice President of Customer Excellence and Quality (Atlanta)

ABOUT RHYTHM HEALTHCARE LLC:

Rhythm Healthcare is a leading provider of DME, HME and Respiratory products in the medical equipment manufacturing industry. We exist to bring comfort, safety, independence and hope to people that connect with our brand. We are committed to ensuring that every customer feels valued and cared for.

As we continue to grow, we're committed to offering exceptional work experience for our employees with numerous opportunities for development and advancement. If you believe in our core values of Emotional Intelligence, Grit, Growth Mindset and Sincerity, we want you on our team. Our team is our greatest strength, and you might be the next great addition. Apply today and join the Rhythm team! To learn more about us, visit our website at ww.rhythmhc.com.

JOB DESCRIPTION:

The Vice President of Customer Excellence and Quality is responsible for setting and executing the long-term strategy for delivering a best-in-class customer experience at every stage of the customer journey. This leader will ensure that Rhythm Healthcare delivers a seamless, high-quality, and empathetic experience, from order intake to post-sale engagement, while championing a culture of continuous improvement, accountability, and cross-functional collaboration.

This Atlanta-based role reports directly to executive leadership and plays a critical role in aligning Customer Excellence with Operations, Quality, Sales, Product, and Supply Chain. The VP will oversee a growing team of customer experience and quality professionals while driving measurable impact across the business.

KEY RESPONSIBILITIES

Customer Excellence Strategy

• Define and lead the long-term vision for customer experience and quality at Rhythm Healthcare.
• Build scalable, high-impact strategies that improve satisfaction, retention, loyalty, and lifetime value.
• Drive adoption and evolution of self-service tools, digital platforms, and proactive engagement models.

Customer Journey & Process Optimization

• Lead customer journey mapping initiatives to identify friction points across onboarding, order tracking, support, and fulfillment.
• Partner with internal stakeholders to build and refine end-to-end processes that support operational excellence and customer delight.
• Embed Voice of the Customer data into process improvement cycles.

Quality and Experience Measurement

• Own the development and tracking of CX and Quality KPIs, including NPS, CSAT, First-Time Resolution, Order Accuracy, and Service Quality.
• Establish systems for root cause analysis, corrective action, and continuous improvement across all touchpoints.
• Deliver regular reporting and insights to executive leadership, with clear recommendations for strategic action.

Leadership and Team Development

• Lead, coach, and scale a high-performing team of CX and quality professionals.
• Create a culture of ownership, service excellence, and development.
• Build structures that support team consistency, training, and operational excellence across distributed sites.

Cross-Functional Influence

• Serve as the executive voice of the customer across the organization.
• Collaborate closely with Operations, Product, Supply Chain, Marketing, and Sales to ensure customer insights and quality expectations are reflected in strategic priorities.
• Lead initiatives to build a unified customer-facing knowledge base and proactive support model.

Technology & Tools

• Evaluate, implement, and optimize technologies that enhance the customer experience, including CRM, ERP, ticketing systems, and customer feedback platforms.
• Stay current with innovations in AI, automation, and CX platforms to inform continuous improvements.

Customer Advocacy & Issue Resolution

• Build scalable escalation and issue resolution processes that maintain trust and responsiveness.
• Design proactive customer retention and engagement programs for high-value accounts.
• Promote customer trust and brand loyalty through transparency, responsiveness, and service recovery excellence.

Operational Ownership

• Manage departmental budgets, headcount planning, and resource allocation to support strategic growth.
• Make data-informed business cases for investments in headcount, systems, and quality programs.

QUALIFICATIONS

• Bachelors degree in Business, Operations, Communications, or a related field; Masters degree preferred.
• 10+ years of progressive leadership experience in customer experience, service operations, or quality management.
• Demonstrated success building and leading customer-centric, metrics-driven teams in high-growth or regulated environments.
• Strong working knowledge of CRM, ERP, and customer feedback platforms (Salesforce, NetSuite, etc.).
• Proven track record in process improvement, journey mapping, and performance management.
• Deep understanding of CX and Quality metrics; able to translate insights into executive-level strategy.
• High EQ, analytical acumen, and a sincere passion for customer success.
• Experience in healthcare, medical devices, or regulated industries is a plus.

PHYSICAL REQUIREMENTS

• Ability to travel as needed.
• Frequent use of a computer and standard office equipment.

WHAT WE OFFER:

• Competitive salary and performance-based incentives
• Opportunities for professional growth and development
• A collaborative and supportive work environment
• Comprehensive benefits package

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts managements right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Rhythm Healthcare is an Equal Employment Opportunity Employer.