Director of Customer Experience

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 employees are our greatest asset, and this includes people like you! Apply today and join the Rhythm family. To learn more about us, visit our website at ww.rhythmhc.com.

JOB DESCRIPTION:

The Director of Customer Experience (CX) is responsible for leading the strategy, execution, and evolution of our customer experience across every stage of the customer lifecycle. This person will ensure that Rhythm delivers a seamless, consistent, and empathetic experience, especially in areas like order tracking, onboarding, and self-service.

This position is based at our new Atlanta, GA distribution center and will play a critical role in aligning Customer Experience with Operations. The Director will oversee a team of 5 CX professionals and work cross-functionally with sales, marketing, product, and supply chain teams.

DUTIES/ RESPONSIBILITIES:

Customer Experience Strategy

• Develop and implement a comprehensive CX strategy aligned with company objectives.
• Lead initiatives to improve satisfaction, loyalty, and retention across all customer segments.
• Drive adoption of web-based ordering and self-service platforms.

Customer Journey Mapping

• Map and analyze the full customer journey, with a focus on:
• New customer onboarding
• Order tracking and support interactions
• Website and self-service touchpoints
• Identify friction points and work cross-functionally to improve them.

Customer Feedback and Insights

• Build and manage systems to collect and analyze feedback, including:
• Net Promoter Score (NPS)
• Customer Satisfaction Score (CSAT)
• Qualitative insights from support interactions
• Translate data into actionable improvements.

Team Leadership

• Manage and mentor a team of 5 CX professionals.
• Foster a culture of accountability, high performance, and customer-centric thinking.
• Deliver ongoing training to support development and consistency in service.

Cross-Functional Collaboration

• Partner with Operations, Sales, Marketing, and Product to act as the voice of the customer.
• Champion CX initiatives and ensure alignment across departments.
• Lead efforts to develop a customer-facing knowledge base.

Performance Measurement

• Define and track CX KPIs, including:
• NPS and CSAT
• First-time resolution
• Productivity
• Service quality via scorecards
• Provide regular reporting to senior leadership with recommendations.

Technology and Tools

• Evaluate, recommend, and implement new customer service and experience technologies.
• Stay current with trends in AI, automation, and CRM tools.
• Lead implementation of systems that support self-service, tracking, and real-time communication.

Customer Advocacy and Loyalty

• Develop initiatives that recognize and retain top customers.
• Promote brand loyalty through value-added service and proactive engagement.

Issue Resolution

• Oversee escalation processes to ensure timely and effective resolution.
• Identify root causes of common issues and address them through systemic fixes.

Budget and Resource Management

• Manage the CX budget with a focus on ROI-driven initiatives.
• Make the business case for investments in headcount, tools, and training.

QUALIFICATIONS:

• Bachelor’s degree in Business Administration, Marketing, Communications, or related field; Master’s preferred.
• 7 years of experience in CX or customer service leadership roles.
• Experience implementing or scaling customer-facing technologies.
• Proficiency in Excel, including VLOOKUP and reading pivot tables.
• Strong understanding of CX principles, journey mapping, and service design.
• High EQ, curiosity, grit, and sincerity—aligned with Rhythm’s core values.
• Excellent communication and interpersonal skills.
• Ability to work cross-functionally and influence across teams.
• Familiarity with NetSuite or similar ERP systems is a plus.
• Experience developing scorecards and managing team performance.

WORK ENVIRONMENT:

• Full-time role based in Atlanta, GA.
• Occasional travel to customer sites or industry conferences may be required.

PHYSICAL REQUIREMENTS:

• Ability to travel as needed.
• Must be able to lift/push/carry items up to 50 pounds.
• Frequent use of a computer and keyboard.

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 management’s 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.