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HHAeXchange

Posted 2 months ago

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CX Automation Engineer

New York CityHybridFull-time

AI Summary

Senior-level contributor to design, build, and optimize automated customer journeys using AI and automation across CX workflows; owns implementation and measurement of CX automation initiatives.

About this role

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.
We are seeking a senior-level individual contributor to lead automation, AI enablement, and digital journey design across the customer lifecycle. Reporting directly to the VP of Customer Experience, this role will play a critical part in shaping how we scale personalized, intelligent customer learning and adoption at every touchpoint, and will serve as the technical backbone of CX Automation within the organization. This is a hands-on builder who can architect, implement, measure, and iterate without relying on external resources.
This is a hybrid position, with an expectation to report to the Midtown Manhattan, NYC office 3 days/week (typically Tues/Wed/Thurs).
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

What You’ll Own

  1. CX Automation Architecture & Build
  • Architect, build, and optimize end‑to‑end automated customer journeys across in‑app, email, product, and other digital channels.
  • Serve as the primary driver of CX automation initiatives within the organization.
  • Implement intelligent workflows that personalize experiences at scale (behavioral triggers, segmentation logic, AI‑powered recommendations, etc.).
    1. AI‑Driven Customer Experience
  • Integrate AI tools and models (predictive, generative, recommendation engines) into customer workflows to serve highly-relevant learning content that results in adoption.
  • Evaluate and implement new AI and automation capabilities to improve customer onboarding, education, engagement, renewal, and success.
    1. Systems, Tools, and Integrations
  • Own integration strategy across CX, product, and data systems.
  • Work hands‑on with tools like Pendo, HubSpot, journey orchestration tools, and data platforms.
  • Build connectors, workflows, and automations using APIs, webhooks, and low‑code/no‑code solutions.
    1. Outcome‑Based Measurement & Iteration
  • Define success metrics for all digital journeys (activation, adoption, engagement, conversion, retention).
  • Analyze journey performance and lead continuous optimization based on data, usage patterns, and customer feedback.
  • Build dashboards needed to drive insight‑based CX iteration.
    1. Cross‑Functional Leadership (IC Role, High Influence)
  • Partner with Product, Engineering, and Growth Marketing teams to align automation initiatives with product strategy.
  • Represent CX Automation in strategic conversations about scaling the customer experience.
  • Serve as the “bridge” between technical teams and CX outcomes.

    • What Success Looks Like

    In your first year, you’ll be accountable for:

  • Building and launching fully automated, measurable digital journeys that improve user onboarding, reduce friction, and improve customer outcomes.
  • Improving product adoption and customer activation through targeted, intelligent in‑app and email guidance.
  • Rolling out AI‑enabled personalization that drives measurable engagement lift.
  • Creating visibility into journey performance and closing the loop with rapid iteration.

    • Other Job Duties

  • Other duties assigned by supervisor or HHAeXchange leader.

    • Travel Requirements

  • Travel up to 10%, including overnight travel

    • Required Education, Experience, Certifications and Skills

  • 7+ years in CX, Product Operations, Marketing Automation, or Digital Experience with a strong technical foundation.
  • Hands‑on journey design and implementation experience — able to build full workflows yourself.
  • Deep understanding of automation tools, system integrations, data flows, and customer lifecycle design.
  • Proficiency with tools like Pendo, Braze/HubSpot/Marketo/Customer.io, Zapier, Workato, or similar orchestration platforms.
  • Experience with light coding or scripting (e.g., JavaScript, Python, or environments like Replit).
  • Strong ability to break down customer problems, create outcomes‑driven automation, and iterate based on data.
  • Curiosity, experimentation mindset, and an obsession with delivering customer‑centric value.

    • Skills

    AI Tools And ModelsAnalytics DashboardsAPIsBrazeCustomer.ioData IntegrationData PlatformsGenerative ModelsHubspotJavaScriptJourney OrchestrationLow-code/no-code PlatformsMarketoPendoPredictive EnginesPythonRecommendation EnginesWebhooksWorkatoZapier

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