Director, Customer Experience

HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states. The Director of Customer Experience will own the strategy, architecture, and execution of a fully automated, AI-powered engagement model designed to drive product adoption at scale across our customer base and products. Reporting to the VP of Customer Experience, this role sits at the intersection of strategy, technology, and operations. You will design the systems and own the outcomes — from first-touch onboarding sequences to automated risk intervention, QBR delivery, and everything in between. This is a player-coach role: you will lead a team and be expected to roll up your sleeves on tooling, workflow builds, and data analysis. This is a hybrid position, 3x a week in-office at our New York City office location. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.