Director, Customer Experience

HHAeXchange

Director of Customer Experience at HHAeXchange managing AI-powered engagement model and driving product adoption. Leading strategy, architecture, and execution while collaborating with a dedicated team.

Posted 7/27/2026full-timeNew York City • New York • 🇺🇸 United StatesLead💰 $170,000 - $180,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in designing and executing AI-powered customer engagement strategies, with a strong focus on automation, data analysis, and team leadership. Proven ability to build and optimize digital customer success programs from the ground up, leveraging advanced tools and analytics to drive product adoption and customer satisfaction.

Highest-signal resume keywords

AI-Powered Engagement Model DevelopmentWorkflow Automation Platform ExpertiseMulti-Channel Customer Engagement OrchestrationKPI Dashboard and Reporting Framework CreationTeam Management and Player-Coach Capability

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success Program DevelopmentData Analysis and InterpretationHealth Score ConstructionChurn Signal AnalysisAutomation Logic Design

Soft Skills

LeadershipAnalytical ThinkingCollaboration

Tools & Technologies

GainsightTotangoIntercomSalesloftZapierMake

Industry Keywords

Customer Experience StrategyTech-Touch EngagementDigital Customer SuccessOperational Decision-MakingOnboarding Sequences

About the role

Key responsibilities & impact

The Director of Customer Experience will own the strategy, architecture, and execution of a fully automated, AI-powered engagement model designed to drive product adoption at scale across our customer base and products.
You will design the systems and own the outcomes — from first-touch onboarding sequences to automated risk intervention, QBR delivery, and everything in between.
This is a player-coach role: you will lead a team and be expected to roll up your sleeves on tooling, workflow builds, and data analysis.

Requirements

What you’ll need

Proven track record building a tech-touch or digital CS program from zero: you have stood up the tooling, designed the 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 orchestrating multi-channel customer engagement across email, in-app messaging, and chat, with an 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 program decisions without needing a data analyst to interpret for you.
Experience building and maintaining KPI dashboards and reporting frameworks that are used in real operational decisions — not just created for a QBR slide.
Player-coach capability: you have managed a team of CS, operations, or program managers and can also execute individually when the work demands it.

Benefits

Comp & perks

competitive health plans
paid time-off
company paid holidays
401K retirement program with a Company elected match
other company sponsored programs