Director, Digital Workforce Operations

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.

• 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 duties as assigned by supervisor or HHAeXchange leader.

• Travel up to 10%, including overnight travel

• 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
• Relevant certifications (Microsoft, ITIL, security frameworks)
• 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

• 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.