Director, Technical Customer Care

Oversee and lead the Tier 1 Technical Customer Care organization in the Bloomington, MN contact center, guiding both daily operational performance and long-term strategic direction.

Ensure consistent, documented application of QA standards and performance expectations, including CSAT, SLA, and ASA across all teams to support fairness, defensibility, and performance integrity.

Develop and execute a support strategy that drives operational excellence through clear KPIs, strong QA practices, and consistent documentation.

Drive process and technology optimization initiatives that enhance efficiency, quality, and customer experience.

Execute and operationalize the defined Technical Customer Care strategy, ensuring alignment between performance standards, staffing models, and customer experience outcomes.

Operationalize AI-enabled service tools and workflows to improve efficiency, service quality, and performance consistency.

Own overall contact center performance outcomes, holding managers accountable for queue health, backlog management, and resolution standards.

Provide escalation oversight by guiding teams through complex issues and strengthening decision-making through coaching and leadership support.

Partner with Workforce Management to ensure staffing models, scheduling strategies, and coverage plans support service level commitments across all channels.

Serve as the executive escalation point for complex or high-visibility provider issues.

Partner with Product, Engineering, Sales, and other departments to align operational needs with broader business objectives.

Leverage advanced performance analytics to assess operational health, uncover emerging trends, and guide strategic decisions that elevate service quality, efficiency, and customer experience.

Drive cross-functional alignment that resolves obstacles and ensures teams remain focused on shared goals and outcomes.

Ensure operational processes and leadership oversight enable timely and effective resolution of client issues.

Maintain compliance with organizational policies, accessibility standards, and healthcare industry requirements.

Provide coaching, performance feedback, and career development opportunities that support employee growth and leadership development.

Other duties as assigned by supervisor or HHA exchange leader.

Travel 10-25%, including overnight travel

10+ years of leadership experience in high-volume contact center or technical support environments, preferably within healthcare technology or a similar regulated industry.

Minimum 5 years managing teams that support customers using complex software products in a SaaS environment, with a proven track record of driving performance, quality, and customer satisfaction.

Extensive experience leading multi-channel call center operations, including phone, ticket, chat, and escalation workflows.

Experience with healthcare software platforms, ideally including HHAeXchange applications and support processes, as well as tools such as Salesforce Service Cloud and Jira.

Strong proficiency with Microsoft Windows environments and remote troubleshooting tools.

Understanding of AI-enabled call center technologies such as virtual assistants and agent-assist tools and how they support deflection, efficiency, and improved customer experience.

Strong organizational, project management, and multitasking abilities with a track record of managing shifting priorities in fast-paced environments.

A proactive, solution-oriented mindset with enthusiasm, resilience, and a strong commitment to delivering exceptional customer service.\Demonstrated ability to work independently while fostering a collaborative, team-oriented culture.

The base salary range for this US-based, full-time, and exempt position is $155,000 - $170,000 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.

HHAeXchange is an equal-opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.