Digital Customer Engagement Manager

Digital Customer Engagement 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. We're looking for an experienced Digital Customer Engagement Manager to join our Customer Experience team and lead the strategic design and execution of automated digital customer journeys that deliver exceptional customer experiences.

This role is focused on helping our state / payer-sponsored homecare provider customers successfully adopt the HHAeXchange platform and realize its full value throughout every stage of their lifecycle. In this role, you will own digital engagement programs that drive provider activation and result in measurable adoption of our platform, aligned with defined milestones and strategic goals. You'll create scalable one-to-many engagement programsincluding automated onboarding and adoption workflows, in-app experiences, targeted email campaigns, in-person events, office hours and webinarsthat guide providers from initial onboarding through sustained platform use. Your work will be data-driven and outcome-oriented, with a strong emphasis on delivering the right message at the right time to drive action and reduce friction. Success will be measured in provider activation, platform adoption targets, and customer sentiment (i.e. NPS, CSAT). Success in this role requires deep understanding of the customer journey, from implementation to long-term engagement.

You'll collaborate cross-functionally with teams such as Payer Customer Success, Implementation, Sales & Marketing, Technical Support, Customer Training, Internal Enablement, and Product. You'll also leverage tools like Pendo, Salesforce, and HubSpot to orchestrate and optimize digital touchpoints that scale customer success.

This role follows HHAeXchange's hybrid work model, with an expectation to report to an HHAeXchange office if located within commuting distance (typically 3 days / week), unless business needs dictate otherwise. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodation. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. We are seeking candidates located in New York City, Minneapolis, or DC metro areas.

Essential Job Duties :

• 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 Job Duties :

Other duties as assigned by supervisor or HHAeXchange leader

Travel Requirements :

Travel up to 10%, including overnight travel