---
title: 'Director, Technical Customer Care at HHAeXchange'
canonical: 'https://feeny.ai/job/director-technical-customer-care-hhaexchange-minneapolis-p97pt74hm0gj'
type: 'job'
last_seen: '2026-10-28'
---

# Director, Technical Customer Care at HHAeXchange

- **Company:** HHAeXchange
- **Location:** Minneapolis, MN / St. Paul, MN
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-10-08
- **Last confirmed live:** 2026-10-28
- **Apply:** https://jobs.lever.co/hhaexchange/8279fb3e-090d-4de2-8601-792c51292e25

## Job description

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.

The base salary range for this US-based, full-time, and exempt position is $155,000 - $170,000 not including variable compensation. An employee’s exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values.

This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs.

HHAeXchange is an equal-opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.

## About HHAeXchange

## Company Overview
- **One-liner**: HHAeXchange provides a homecare management software platform that connects providers, payers, and members to streamline Medicaid long-term services and supports (LTSS).
- **Entity Type**: Private (Private Equity‑backed; last round led by Hg in 2021)
- **Headquarters**: New York, NY, USA
- **Founded**: 2008
- **Founders**: Not publicly available

## Core Business
- **Primary industries**: Healthcare IT, Homecare Management Software, Medicaid LTSS Technology
- **Target customers**: B2B – homecare agencies, managed care organizations (MCOs), state Medicaid programs, and self‑direction service providers
- **Mission / purpose**: “Help make homecare better for everyone” by enabling aging and disabled individuals to thrive in their homes and communities

## Products & Services
- **HHAeXchange Platform** (SaaS): End‑to‑end homecare management solution covering scheduling, billing, EVV (Electronic Visit Verification), compliance, and analytics. Acts as a single source of truth connecting providers, payers, and members.

## Market Standing
- **Valuation / Market Cap**: Not disclosed
- **Key Metric**: Annual revenue of **$35.4M** (latest estimate); total funding not publicly itemized across multiple PE rounds (led by Wincove, Cressey & Company, Hg)
- **Notable Investors / Partners**: Hg (lead in 2021), Wincove (2014), Cressey & Company (acquired majority stake in 2019). Partners include HCP (integration partnership announced 2022).
- **Growth Signals**:
  - Named to Inc. 5000 list of fastest‑growing private companies for ten consecutive years
  - Headcount grew ~21.6% YoY (453 employees per LinkedIn data; Built In reports 502)
  - Aggressive acquisition strategy: acquired Cashé Software (Jun 2024), Generations Homecare System (Jul 2024), and Sandata (Oct 2024)
  - Expanded executive team with new CHRO and CRO in early 2025

## Competitive Advantages
- **End‑to‑end coverage**: Only platform that fully integrates provider, payer, and member workflows for Medicaid LTSS – a complete view not offered by many competitors.
- **Network effects**: Large installed base (thousands of agencies, multiple state Medicaid programs) creates switching costs and data network effects.
- **Regulatory alignment**: Deep expertise in EVV and Medicaid compliance, making the platform “sticky” for government‑contracted providers.
- **Recent acquisitions**: Adding self‑direction (Annkissam), billing (Cashé), and broader homecare capabilities (Generations, Sandata) to widen the moat.

## Strategic Focus
- Continue expanding through M&A to build the most comprehensive homecare management ecosystem.
- Enhance data insights and interoperability across payers, providers, and state systems.
- Scale headcount and go‑to‑market capabilities (notably adding sales and customer success roles).

## Why Work Here
- **Culture**: Emphasizes core values **Achieve, Grow, Collaborate, Support**. Offers on‑the‑spot rewards, mental health initiatives, cultural celebrations, and employee inclusion events.
- **Work policy**: Primarily on‑site (New York HQ, plus offices in Miami, Minneapolis, Frisco, TX). Some roles posted as “In‑Office or Remote” – check specific listings.
- **Benefits**: Performance bonuses, generous parental leave, dental/health insurance, Flexible Spending Account (FSA), tuition assistance, and diversity‑based Employee Resource Groups (ERGs).
- **Engineering culture**: Growing tech team (99 technical staff) with stack including Ruby on Rails; opportunities to work on platform data insights and integration projects.
- **Impact**: Directly improve the lives of aging and disabled individuals – a mission‑driven environment.
- **Recent employee ratings** (242 reviews): Overall 2.8/5.0 (Work‑Life 2.8, Compensation 3.1, Culture 2.7, Career 2.6) – indicates room for improvement, but typical for a fast‑growing PE‑backed company.

## Sources
1. [HHAeXchange Careers Page (Lever)](https://jobs.lever.co/hhaexchange)
2. [HHAeXchange Official Careers Page](https://www.hhaexchange.com/careers)
3. [LinkedIn Company Profile](https://linkedin.com/company/hhaexchange)
4. [Built In NYC Company Profile](https://builtin.com/company/hhaexchange)

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