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HHAeXchange · 10 hours ago

Digital Customer Engagement Manager

NYC Metro Area

Full-time

Hybrid

Mid, Senior Level

$110K/yr - $120K/yr

5+ years exp

HHAeXchange is the leading technology platform for home and community-based care, and they are seeking an experienced Digital Customer Engagement Manager to join their Customer Experience team. The role focuses on leading the strategic design and execution of automated digital customer journeys to enhance customer experiences for homecare provider customers.

Health CareSaaSSoftware

Responsibilities

Own the digital customer engagement strategy and execution for providers participating in state or payer-sponsored EVV programs, ensuring seamless progression through onboarding, adoption, and value realization

Design and execute automated customer journeys: drive the end-to-end digital experience (email, in-app messaging, webinars, and resource hubs, etc.) to drive platform adoption and deliver value to the right user/customer at the right time in their journey based on customer segmentation and lifecycle stage. Continuously optimize based on performance insights

Lead a cross-functional governance cadence for digital engagement across Payer CSMs, Payer Implementation, TCC, Marketing, and Product to support optimizing digital experiences and ensuring consistent, coordinated communication throughout the provider journey. Define and own the digital communications calendar by state/payer

Partner with Product to drive feature adoption from our sponsored provider segment via Pendo/in-app

Measure & Optimize – Own KPI framework & reporting (activation, adoption, NPS/CSAT) for sponsored providers and publish a quarterly scorecard. Use data-driven insights to iterate and improve campaign strategies, always keeping the customer experience at the center

Ensure compliance across State/Payer contracts: ensure all communications and digital programs align with contractual requirements across state programs. Deliver accurate, timely, and consistent messaging across every state/payer program rollout

Serve as subject matter expert on activation and adoption championing best practices and mentioning partners across communications, enablement and customer experience

Other duties as assigned by supervisor or HHAeXchange leader

Qualification

Digital engagement strategyCustomer communicationsData-driven insightsPendoHubSpotProject managementWriting skillsVerbal communicationCalm under pressureCollaboration skills

Required

Bachelor's degree or equivalent experience in communications, marketing, or related field

5+ years of experience in digital engagement strategy or customer communications and customer success/engagement roles

Experience leading enterprise-scale digital programs across segments; strong analytical acumen (turning data into experience design changes)

Proven experience working with a scaling portfolio of customers, automating customer experiences, and driving adoption and value outcomes

Proven ability to influence senior stakeholders in a matrixed org; budget/vendor management a plus

Direct experience in the home care industry, with an understanding of the agency/provider perspective preferred

Experience coordinating across multiple internal departments to deliver cohesive customer engagement strategies

Familiarity with state-sponsored healthcare programs or other regulated environments is highly preferred

Proven ability to manage customer-facing communications, including product releases, market updates, incident/crisis communications, creation of webinars, and landing pages

Strong writing, editing, and messaging skills with the ability to translate complex concepts into customer-friendly language

Skilled in leveraging platforms such as Pendo, HubSpot, and other customer engagement tools to design and deliver campaigns that drive adoption and engagement

Familiarity with segmentation strategies for targeting communications

Strong organizational and project management skills with the ability to handle multiple priorities

Excellent verbal and written communication skills; able to influence and collaborate with cross-functional stakeholders

Calm under pressure, with the ability to deliver clear, transparent communication during incidents

Willingness to explore and adopt AI tools responsibly to enhance productivity and innovation in your role