Manager, Operations Command Center

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.  

The Operations Command Center (OCC) is a centralized team responsible for ensuring the seamless execution of operational processes, enabling scalable workflows, and proactively preventing incidents. The OCC focuses on four key objectives:

1. Operational Execution – Ensuring the successful and timely execution of both manual and automated processes that support revenue cycle and platform operations.

2. Process Enablement – Identifying inefficiencies and opportunities for automation and implementing scalable solutions to improve workflow consistency and reduce manual effort.

3. Problem Management – Investigating recurring issues, conducting post-incident impact analysis, and driving long-term remediation to prevent incident recurrence.

4. Incident Prevention – Monitoring operational processes and data to detect early warning signs, reduce operational noise, and coordinate cross-functional responses before issues escalate.

As the Manager of the Operations Command Center, reporting to the Senior Director, Revenue Cycle Operations; you will lead a high-performing team of analysts and engineers who are responsible for executing the teams’ objectives. You will foster a culture of ownership, collaboration, and continuous improvement, ensuring that operational processes are reliable, efficient, and scalable. Additionally, you will play a key role in identifying and implementing AI technologies that enhance operational efficiency, automate routine tasks, and improve issue detection and resolution. This role requires a strategic and hands-on leader who can align people, process, and technology to drive operational excellence and resilience across the organization.

This is a hybrid position based out of our Midtown Manhattan, Washington D.C., or Bloomington, MN office locations, with an on-site presence required two days per week to support team collaboration.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodation.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Lead, coach, and develop a team of Operations Analysts and Reliability Engineers responsible for monitoring, problem coordination, and task execution.
• Own OCC KPIs, SLAs, and reporting, including issue detection performance, problem resolution rates, and task completion metrics.
• Oversee problem management processes, ensuring root cause analyses are completed and preventive actions are implemented and tracked.
• Standardize and document recurring tasks and procedures to support operational efficiency, consistency, and risk reduction.
• Partner with Engineering, NOC, Product, and Implementation teams to ensure alignment on triage, task ownership, and problem resolution.
• Continuously improve tools, dashboards, and knowledge assets to support real-time oversight, effective decision-making, and team performance.
• Identify and prioritize opportunities for automation and process improvement to enhance team efficiency and operational scalability.
• Promote cross-training, documentation, and shared accountability to eliminate silos and reduce single points of failure.
• Support incident prevention efforts by analyzing trends, improving monitoring capabilities, and coordinating proactive interventions.
• Identify, evaluate, and scale AI-driven tools and technologies in partnership with stakeholders to enhance operational efficiency and issue detection.

• Other duties as assigned by supervisor or HHAeXchange leader

• Travel up to 10%, including overnight travel

• 6+ years of experience in operations, support, or service delivery roles, with 2+ years in direct people management
• Bachelor’s degree in business, Healthcare, Management Information Systems, or a related field
• Proven ability to build, lead, and scale high-performing teams, including hiring, coaching, and career development
• Demonstrated experience driving cross-functional initiatives and standardizing operational workflows
• Deep understanding of incident and problem management frameworks (e.g., ITIL)
• Familiarity with file transfer protocols (e.g., sFTP), APIs, and healthcare data formats such as X12 and HL7
• Experience with ticketing and content management systems (e.g., JIRA, Salesforce, Confluence, SharePoint)
• Experience in healthcare, SaaS, or systems configuration environments (preferred)
• Experience with monitoring and observability tools (e.g., Splunk, New Relic, Datadog, Prometheus)
• Familiarity with AI applications in process automation, anomaly detection, or predictive analytics (strongly preferred)
• Strong analytical mindset with a focus on process improvement, operational scalability, and resilience
• Effective communicator and strategic thinker with a bias for action and execution
• Comfortable navigating ambiguity and aligning teams around evolving priorities

The base salary range for this US-based, full-time, and exempt position is $100,00 - $130,000 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.