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.
HHAeXchange is seeking a Director to lead the Digital Workforce Operations team to deliver exceptional employee technology experiences while maintaining secure, scalable infrastructure and driving AI-based automation to improve IT support and operational efficiency. Drive strategic technology initiatives, vendor management, and compliance programs while partnering with internal product teams to enable seamless business operations.
Core Philosophy & Mission: Transform IT from a "fix my PC" service organization to a strategic technology enablement function that proactively supports employee productivity and business objectives. Focus on employee technology experience optimization while maintaining enterprise-grade security and reliability.Embrace automation, AI, and agent-based architectures to shift from reactive to predictive IT service delivery.
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodations. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Essential Job Duties
Strategic Infrastructure Management:
Develop and execute 3-year technology infrastructure roadmap aligned with company growth trajectory
Lead enterprise technology initiatives including O365 tenant consolidation, cloud infrastructure optimization, and office expansion projects
Identify and implement AI-driven automation opportunities to enhance infrastructure management, predictive maintenance, and proactive IT support
Design and implement scalable infrastructure solutions for remote/hybrid workforce of 600+ employees
Drive technology standardization and automation to improve operational efficiency and reduce manual overhead
Employee Technology Experience:
Own end-to-end employee technology experience from onboarding through offboarding
Establish and maintain SLA targets for helpdesk response (24 hours) and resolution (3-5 days)
Implement self-service technology solutions to reduce helpdesk ticket volume and improve employee satisfaction
Evaluate and implement AI agent architectures (e.g., digital assistants or bots) to streamline common IT requests, automate tier-1 support, and guide employees through self-service workflows
Design technology onboarding experience for new hires that reflects company values and efficiency standards
Vendor & Technology Management:
Manage strategic vendor relationships for infrastructure, productivity tools, and enterprise applications
Lead vendor negotiations and contract renewals with focus on cost optimization and service level improvements
Evaluate and implement new technologies that enhance employee productivity and business operations
Coordinate technology procurement processes and budget management for infrastructure needs
Security & Compliance:
Partner with InfoSec team to implement and maintain SOC2 and HIPAA compliance requirements
Lead technology aspects of security audits and compliance assessments
Implement security best practices for endpoint management, access controls, and data protection
Coordinate security incident response for infrastructure and employee technology issues
Cross-Functional Partnership:
Collaborate with internal product teams to ensure infrastructure supports business system requirements
Support Strategic Operations team on technology components of M&A integration projects
Partner with HR on employee technology policies and remote work technology enablement
Work with Finance on technology budgeting, forecasting, and cost allocation
Champion innovation pilots with emerging tech (AI, RPA, LLM agents) to modernize the digital employee experience and support business agility
Operational Excellence:
Maintain 99.9% uptime for critical infrastructure services
Manage monthly patching cycles and system maintenance with minimal business impact
Implement monitoring and alerting systems for proactive issue identification and resolution
Drive continuous improvement initiatives to reduce operational overhead and improve service delivery
Use AI for anomaly detection, root cause analysis, and proactive resolution of infrastructure issues
Other Job Duties
Other duties as assigned by supervisor or HHAeXchange leader.
Travel Requirements
Travel up to 10%, including overnight travel
Required Education, Experience, Certifications and Skills
Leadership & Management:
5+ years technology operations management experience with 2+ years leading technical teams
Proven track record managing IT operations for companies with 500+ employees
Experience scaling IT infrastructure and support for high-growth organizations
Demonstrated experience driving org-wide technology transformations and change adoption during rapid scaling
Strong vendor negotiation and relationship management skills
Technical Expertise:
Deep expertise in Microsoft 365/Azure ecosystem including tenant management and migration
Experience with enterprise networking, VPN solutions, and multi-office infrastructure
Hands-on experience with Active Directory, Intune, and enterprise endpoint management
Understanding of cloud infrastructure (Azure preferred) and hybrid cloud architectures
Business & Compliance:
Healthcare industry experience with SOC2/HIPAA compliance requirements preferred
ITIL or similar service management framework experience
Budget management and technology cost optimization experience
Understanding of information security principles and risk management
Communication & Process:
Excellent communication skills with ability to explain technical concepts to business stakeholders
Experience with project management methodologies and cross-functional coordination
Strong problem-solving skills with focus on root cause analysis and preventive measures
Ability to balance competing priorities and manage resources effectively
Preferred Qualifications:
Healthcare SaaS industry experience
Experience with remote workforce technology enablement
Experience deploying AI agent frameworks (e.g., service desk bots, workflow agents) or integrating AI in IT operations workflows
Experience supporting product development and engineering teams
Success Metrics
Employee technology satisfaction scores and feedback
Helpdesk SLA compliance (24-hour response, 3-5 day resolution)
Reduction in manual ticket volume via AI-driven automation; adoption rates of digital agents for IT support
Infrastructure uptime and reliability metrics (99.9% target)
Security compliance audit results and incident response times
Technology cost optimization and budget variance management
Project delivery success for major infrastructure initiatives
The base salary range for this US-based, full-time, and exempt position is $140,000-160,000/yr 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.
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