Director, Technical Customer Care

🏢 HHAeXchange · 📍 Greater Minneapolis-St. Paul Area · 💼 onsite · ⏰ Full Time

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Position Summary & Responsibilities

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.

🎯 Candidate Preparation Guide For HHAeXchange Applicants

Key Role Competencies & Evaluation Highlights

Key Role Focus:

Evaluates enterprise scale operations, deep understanding of Medicaid/EVV compliance, and relentless reliability for mission-critical homecare workflows.

📋 Preparation Priorities (Key Areas to Clarify):

1. Dismissing legacy healthcare systems or treating administrative burden as unimportant
2. Proposing high-risk, move-fast-and-break-things changes to systems handling payroll and compliance
3. Lack of familiarity with homecare agency operations

✨ Recommended Role Alignment Hook:

I design resilient software infrastructure that keeps homecare agencies compliant, compliant with EVV, and focused entirely on patient care.

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