Director, Customer Experience

About the role

In this position, the Director of Customer Experience will be responsible for shaping and executing a comprehensive, automated engagement strategy designed to enhance product adoption across Hhaexchange's diverse customer base. This role will report directly to the VP of Customer Experience and will blend strategic oversight with hands-on involvement in technology and operations. The successful candidate will lead a team while also engaging in practical tasks such as workflow development and data analysis, ensuring that customer interactions are and effective.

Key facts

What you'll do

• Develop and implement a comprehensive tech-touch customer service program specifically tailored for the small to medium-sized business segment, establishing engagement models, automation processes, and success metrics.
• Create tiered engagement strategies that consider various customer lifecycle stages, product usage trends, and business characteristics, minimizing the need for direct human interaction in routine situations.
• Collaborate with the Technical Customer Care team to establish a clear operational model that integrates automated and human-assisted customer engagements, including defined hand-off criteria and escalation processes.
• Design and oversee agentic AI workflows that initiate personalized engagement prompts through various channels, including email, in-app messaging, and chat, based on real-time user behavior.
• Implement automated outreach sequences that adapt to product usage patterns, ensuring that customers receive timely and relevant messages through appropriate channels.
• Create AI-assisted outbound calling workflows that prioritize accounts based on risk or potential opportunities, providing agents with contextual guidance for their next actions.
• Develop personalized onboarding experiences that cater to individual customer roles and use cases, delivering training content precisely when and where it is needed.
• Construct automated learning pathways that guide customers from initial setup to advanced feature adoption, tracking progress and providing insights to leadership.
• Work closely with education and training teams to ensure that content is structured for automated delivery and is regularly updated based on product changes and user adoption data.
• Establish and maintain a health scoring model that integrates product usage, engagement metrics, support requests, and billing behavior into automated campaigns aimed at driving product adoption.
• Create AI-driven workflows that flag potential churn risks by identifying disengagement patterns and triggering timely interventions before issues escalate.
• Define protocols for automated hand-offs to human customer service or support teams when accounts reach critical risk thresholds, ensuring that all necessary context is provided.
• Design and implement automated quarterly business reviews (QBRs) for the SMB segment, generating performance summaries and actionable recommendations without manual effort.
• Build data pipelines and AI logic to produce QBR outputs that are specific, credible, and actionable for customers.
• Establish a comprehensive KPI framework to track vital metrics such as adoption rates, time-to-value, health score distributions, and the effectiveness of automated interventions.
• Create and maintain dashboards that provide leadership with real-time insights into program performance, enabling quick identification of optimization opportunities.
• Foster a culture of continuous testing and iteration for engagement strategies, health scoring, and automation workflows.
• Perform additional duties as assigned by supervisors or Hhaexchange leadership.

Requirements

• Demonstrated experience in building a tech-touch or digital customer service program from the ground up, including establishing tools, designing logic, launching sequences, and measuring outcomes.
• Extensive hands-on experience with agentic AI tools and workflow automation platforms, such as Gainsight, Totango, Intercom, Salesloft, Zapier, or similar, with a focus on building rather than just using these systems.
• Proven ability to orchestrate multi-channel customer engagement across various platforms, understanding how different channels, timing, and content can influence customer behavior.
• Strong analytical skills, capable of constructing health scores from raw data, identifying churn signals through cohort analysis, and making informed program decisions based on these insights.
• Experience in creating and maintaining KPI dashboards and reporting frameworks that inform operational decisions rather than being solely for presentation purposes.
• Ability to serve as both a leader and an individual contributor, having managed teams in customer service, operations, or program management while also being willing to engage in hands-on work when necessary.

Nice to have

• Familiarity with the home and community-based care sector or similar industries.
• Experience in leading cross-functional teams to drive customer engagement initiatives.
• Knowledge of customer experience best practices and emerging trends in technology-driven customer service.

Skills & tools

• Proficiency in customer engagement platforms and automation tools.
• Strong project management skills with the ability to prioritize and manage multiple initiatives simultaneously.
• Excellent communication skills, both written and verbal, to effectively convey ideas and collaborate with diverse teams.

Practical notes

• The role requires a hybrid work schedule, with three days per week spent in the New York City office.
• The position may involve some travel, estimated at 10-25%, including overnight stays.

META

Company: Hhaexchange

Title: Director, Customer Experience

Listed

location: New York City Metropolitan Area

Job type: Full Time