Head of Total Quality Management

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. Integrator : connects Operations, Sales, and Support to create a seamless customer experience.

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