Sr Customer Experience Manager

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 Senior Customer Experience Manager is a highly strategic individual contributor responsible for shaping and executing how HHAeXchange drives customer activation, adoption, engagement, and retention at scale. Reporting directly to the VP of Customer Experience, this role will use product usagedata, customer behavior, and lifecycle data to identify the moments that matter most, develop strategies to influence them, and translate those strategies into measurable digital experiences and interventions. This role sits at the intersection of customer strategy, product adoption, technology, and execution. Rather than inheriting a mature digital customer program, you will have the opportunity to help define how HHAeXchange engages customers at scale—developing the strategy, building new approaches, measuring their impact, and continuously improving the model.This role is designed for a strategist and a builder: someone who wants meaningful strategic ownership while staying close enough to the work to personally bring ideas to life and see their impact on customer outcomes. 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.