Location: Clearwater, FL
Employment: Full-time
ROMTech is now looking for a Customer Experience Quality Manager to be the dedicated owner of the end-to-end experience quality across ROMTech’s patient and clinical journeys. Sitting within the Quality Business Performance team, this person’s mission is simple:
Make sure that every step of the journey — from script to setup, daily use, clinical oversight, and pickup — is delivered in a way that is consistent, high-quality, and truly customer-first.
As the Customer Experience Quality Manager, you will investigate issues deeply (bad reviews, escalations, complaints), perform structured root cause analysis, and drive corrective and preventive actions that improve both clinical delivery and customer perception. You’re the connective tissue between Quality, Clinical, Operations, Training, and Customer-facing teams — ensuring that we don’t just “do the work,” but that customers feel the value.
Key Responsibilities:
1. Own the End-to-End Customer Journey from a Quality Lens
- Map, maintain, and regularly update the patient and clinical customer journeys, from script receipt through device pickup and beyond.
- Identify critical touchpoints (high-risk, high-impact moments) and ensure clear standards, checklists, and quality expectations exist for each.
- Monitor whether each step is being executed consistently and on time by the relevant teams (HRCs, Clinical, Support, Logistics, etc.).
2. Root Cause Analysis & Issue Deep Dives
- Lead structured root cause analysis (RCA) on:
- Negative patient reviews
- Escalated complaints
- Failed or at-risk clinical experiences
- Breakdowns in communication or process
- Translate anecdotal issues into clear problem statements, contributing factors, and actionable findings.
- Partner with Quality/Regulatory where needed when issues intersect with compliance, safety, or reportable events.
3. Clinical Delivery & Experience Quality
- Work closely with Clinical, HRCs, and Operations to ensure that clinical delivery is top-notch, including:
- Proper patient setup and education
- Adherence to protocols and standard work
- Appropriate follow-up, support, and escalation handling
- Flag patterns where experience or outcomes are suffering (e.g., certain providers, geographies, patient profiles, or process steps) and drive structured action plans.
- Ensure any changes are codified into processes, training, or tools, not handled as one-off fixes.
4. Voice of Customer & Feedback Systems
- Own the Voice of Customer (VoC) quality loop for patients and clinical partners (e.g., surgeons, PTs, office staff):
- Aggregate and review reviews, surveys, NPS, and qualitative feedback.
- Identify trends, recurring themes, and systemic issues.
- Translate feedback into clear insights and priorities for Quality, Performance, Operations, and Leadership.
- Help design or refine feedback mechanisms (surveys, call scripts, follow-up workflows) to ensure we’re asking the right questions and capturing the right signals.
5. Measurement, Reporting & Performance Management
- Define and track experience-focused quality metrics, such as:
- NPS / patient satisfaction
- Time to resolution for escalations
- First-time-right rates on key steps (setup, training, etc.)
- Complaint / escalation volume and trends
- Build simple, clear reporting for the Director of Performance Management and leadership that connects:
- Experience issues → root causes → actions taken → measured impact.
- Support the Performance team in setting targets, benchmarks, and dashboards related to customer experience quality.
6. Continuous Improvement & Cross-Functional Alignment
- Work hand-in-hand with:
- Training to ensure gaps and issues translate into updated content, modules, or coaching.
- Establishment to tighten handoffs, timelines, and expectations – as well as document all new processes.
- All leaders to improve scripts, playbooks, and troubleshooting flows within their areas.
- Champion a customer-first mindset across the organization — helping teams see not just what they must do, but how it feels to the patient or clinical partner.
- Identify opportunities for standardization, simplification, and error-proofing in the customer journey.
Qualifications:
- 5+ years of experience in Quality, Operations, Customer Experience, Business Process Management or Performance Management in one or more of:
- Healthcare, MedTech, Medical Device, Digital Health, or related regulated environments
- Or high-touch service/SaaS environments with strong customer success disciplines
- Proven track record of conducting root cause analysis and turning findings into sustainable process improvements.
- Strong analytical skills: able to pull signal from messy, qualitative and quantitative data (reviews, surveys, call notes, outcomes).
- Excellent communication skills — able to speak credibly with clinicians, operators, and executives, and to translate issues into clear, non-defensive language.
- Demonstrated ability to work cross-functionally and drive projects without direct authority.
- Obsession with the customer / patient experience and a bias toward action.
- Ability to sit at a computer terminal for an extended period.
- Moderate noise (i.e., phone calls, online meetings, computer audio)
- While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard.
- Specific vision abilities required by this job include close vision requirements due to computer work.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Reasonable accommodation requests must be made in writing by emailing [email protected].
We are an equal opportunity employer. Qualified Applicants are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status, or any other classification protected under applicable Federal, State or Local law.