Sr. Manager, Technical Customer Care Operations

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 highly motivated and skilled individual to join our team as the Sr. Manager of Technical Customer Care Operations. This role will focus on supporting our Workforce Management and QA teams, while also taking ownership of key employee-facing tools, including Salesforce Service Cloud, Forethought AI and Amazon Connect. Additionally, the Manager will be responsible for driving insights into call volume trends and working cross-functionally to optimize customer care operations.

In this leadership role, you will oversee the adoption and support of critical tools and processes that enhance the performance of our Technical Customer Care team. You will be responsible for understanding what drives customer interactions, leveraging data and business intelligence to identify trends, and collaborating with cross-functional teams to resolve issues, improve processes, and enhance the overall customer experience.

This role is ideal for a strategic leader with a passion for driving operational excellence, customer satisfaction, and cross-functional collaboration. If you are looking for an opportunity to make a significant impact on customer care operations while supporting the growth and success of our team, we would love to hear from you.

This role is a fully on-site position in our Minneapolis, MN office.

To perform this job successfully, the individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Mentor, coach, and support a team, fostering a collaborative and results-driven environment that empowers team members to deliver exceptional customer care while driving the adoption and success of HHAeXchange products.
• Lead the Workforce Management and Quality Assurance teams to ensure effective resource planning, monitoring, and continuous improvement of customer service operations.
• Own the development and enhancement of employee-facing tools, particularly within Salesforce Service Cloud, Forethought AI and Amazon Connect, ensuring these tools meet the evolving needs of both customers and internal teams.
• Own the development and support of Employee KPI Scorecards
• Analyze call volume insights, identifying trends and pain points, and collaborate with internal stakeholders to address operational inefficiencies and improve customer care delivery.
• Use data-driven insights to monitor key performance metrics, assess the health of customer relationships, and make strategic recommendations for Product and Process improvements.
• Work closely with cross-functional teams, including Product, Engineering, and Customer Success, to drive product and process enhancements that will directly impact customer satisfaction.
• Ensure effective troubleshooting and escalation procedures are in place to resolve customer issues in a timely and satisfactory manner.

• Other duties as assigned by supervisor or HHAeXchange leader.

• Travel 10-25%, including overnight travel

• At least 5+ years of proven leadership experience in retaining customers within SaaS platforms, with a strong background in customer service management, including leading teams in a call center environment to drive customer success and satisfaction.
• Foster a culture of accountability, collaboration, and continuous improvement within the team.
• Excellent customer service, communication skills and proficiency in Salesforce Service Cloud, Tableau, Microsoft Office, Jira, Amazon Connect.
• Strong Analytical and Problem-solving skills with the ability to identify technical issues, analyze root causes, and provide actional solutions to improve customer care performance.
• Proven interpersonal, collaborative, and relationship building skills.
• Passionate about customer service and delivering value to customers. 
• Strong organizational skills and ability to manage priorities and workflow. 
• Teamwork approach, enthusiasm, and a strong desire to succeed!
• Bonus: Experience working with clients in the healthcare or homecare industry.

The base salary range for this US-based, full-time, and exempt position is $115,000-$125,000, 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.