Director – Technical Customer Care

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.

This Bloomington, MN office-based role is a senior leadership position responsible for directing and leading HHAeXchange’s Tier 1 Technical Customer Care organization. The Director oversees a high-volume, multi-channel contact center that provides product support to new and existing Home Health Agency customers. This role ensures exceptional customer experience through operational excellence and strong cross-functional alignment.

The Director leads and develops high-performing Tier 1 teams, overseeing escalation frameworks and enabling leaders to resolve complex technical issues effectively while driving process and technology optimization that supports timely and accurate resolution of complex software issues. Success in this position requires experience leading a technical call center, familiarity with healthcare software environments, strong understanding of technical troubleshooting environments, and the ability to guide both strategy and day-to-day operations in a fast-paced environment.

This is an on-site position based out of our Bloomington, MN office, with an on-site presence required 5 days per week.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodations.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Job Duties

• Oversee and lead the Tier 1 Technical Customer Care organization in the Bloomington, MN contact center, guiding both daily operational performance and long-term strategic direction.
• Ensure consistent, documented application of QA standards and performance expectations, including CSAT, SLA, and ASA across all teams to support fairness, defensibility, and performance integrity.
• Develop and execute a support strategy that drives operational excellence through clear KPIs, strong QA practices, and consistent documentation.
• Drive process and technology optimization initiatives that enhance efficiency, quality, and customer experience.
• Execute and operationalize the defined Technical Customer Care strategy, ensuring alignment between performance standards, staffing models, and customer experience outcomes.
• Operationalize AI-enabled service tools and workflows to improve efficiency, service quality, and performance consistency.
• Own overall contact center performance outcomes, holding managers accountable for queue health, backlog management, and resolution standards.
• Provide escalation oversight by guiding teams through complex issues and strengthening decision-making through coaching and leadership support.
• Partner with Workforce Management to ensure staffing models, scheduling strategies, and coverage plans support service level commitments across all channels.
• Serve as the executive escalation point for complex or high-visibility provider issues.
• Partner with Product, Engineering, Sales, and other departments to align operational needs with broader business objectives.
• Leverage advanced performance analytics to assess operational health, uncover emerging trends, and guide strategic decisions that elevate service quality, efficiency, and customer experience.
• Drive cross-functional alignment that resolves obstacles and ensures teams remain focused on shared goals and outcomes.
• Ensure operational processes and leadership oversight enable timely and effective resolution of client issues.
• Maintain compliance with organizational policies, accessibility standards, and healthcare industry requirements.
• Provide coaching, performance feedback, and career development opportunities that support employee growth and leadership development.

Other Job Duties

• Other duties as assigned by supervisor or HHA exchange leader.

Travel Requirements.

• Travel 10-25%, including overnight travel

 

Required Education, Experience, Certifications and Skills

• 10+ years of leadership experience in high-volume contact center or technical support environments, preferably within healthcare technology or a similar regulated industry.
• Minimum 5 years managing teams that support customers using complex software products in a SaaS environment, with a proven track record of driving performance, quality, and customer satisfaction.
• Extensive experience leading multi-channel call center operations, including phone, ticket, chat, and escalation workflows.
• Experience with healthcare software platforms, ideally including HHAeXchange applications and support processes, as well as tools such as Salesforce Service Cloud and Jira.
• Strong proficiency with Microsoft Windows environments and remote troubleshooting tools.
• Understanding of AI-enabled call center technologies such as virtual assistants and agent-assist tools and how they support deflection, efficiency, and improved customer experience.
• Strong organizational, project management, and multitasking abilities with a track record of managing shifting priorities in fast-paced environments.
• A proactive, solution-oriented mindset with enthusiasm, resilience, and a strong commitment to delivering exceptional customer service.\Demonstrated ability to work independently while fostering a collaborative, team-oriented culture.