Sr Customer Experience Manager

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.

The Senior Customer Experience Manager will build and run the automated engagement programs that drive product adoption at scale across our customer base and products. Reporting to the VP of Customer Experience, this role sits at the intersection of lifecycle marketing, applied analytics, and hands-on execution. You will build and continuously optimize the multi-step campaigns and journeys that move customers from onboarding through activation, retention, and risk intervention. You'll stand up the measurement frameworks behind them and own the outcomes end to end — running a/b tests, reading the results, and iterating to keep improving performance — and you'll be a close, strategic partner to the VP of Customer Experience in shaping where the roadmap goes next. This is a deeply hands-on role: you will be in the tooling, in the data, and in the campaign logic every day.

This is a hybrid position, 3x a week in-office at our New York City office location.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 8+ years of relevant experience. 3–5+ years in progressively senior/specialized roles in lifecycle marketing and customer tech touch experience.

• Proven track record building a tech-touch or digital CS program from zero: you have stood up the tooling, designed the campaign and journey logic, launched the sequences, and measured the outcomes — not inherited a running system.

• Deep, hands-on experience with agentic AI tools and workflow automation platforms (e.g., Gainsight, Totango, Intercom, Salesloft, Zapier, Make, or similar) — not as an end user, but as a builder.

• Direct experience building multi-channel customer engagement across email, in-app messaging, and chat, with a working understanding of how channel, timing, and content interact to drive behavior.

• Strong analytical foundation: you can construct a health score from raw data, read churn signals in a cohort analysis, and translate both into campaign and journey decisions without needing someone else to interpret the data for you.

• Hands-on experience with the tools of the trade — SQL, spreadsheets, and BI/reporting platforms (e.g., Looker, Tableau, or similar) — to build and maintain dashboards and reporting frameworks used in real operational decisions, not just assembled for a slide.

• Demonstrated ability to own execution end-to-end with minimal oversight — from campaign build, to data pipeline, to leadership-ready reporting — and to prioritize your own workload across competing lifecycle and analytics priorities.