Customer Communications Manager

Customer Communications Manager

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. Are you a strategic communicator who thrives in fast-paced environments and knows how to turn complex updates into clear, customer-friendly messaging? We're looking for a Customer Communications Manager to be the strategic owner of external communications and messaging that builds trust and drives adoption during key customer moments (i.e. product changes, incidents, launches, industry updates). Using tools like Pendo and HubSpot, and applying best practices in crisis and proactive communication, you'll ensure our payer and provider customers receive timely, helpful, and relevant informationespecially when it matters most. As the Customer Communications Manager you will own external customer communications across channels, ensuring clarity, confidence, and resulting in measurable engagement for payer and provider audiences. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodation. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This role follows HHAeXchanges hybrid work model, with an expectation to report to an HHAeXchange office if located within commuting distance of one. While the general expectation is three days in-office, business needs may dictate specific in-person requirements We are seeking candidates located in New York City, Minneapolis, or DC metro areas.

Essential Job Duties

Own the strategy and execution of customer-facing communications for product updates, industry developments, service interruptions, incidents, and other key company announcements.

Lead incident communications by creating and implementing strategic plans that clearly explain product-related issues, customer impact, and required actionsensuring concerns are addressed quickly and effectively.

Craft clear, timely messages tailored to specific customer segments and delivered through the right channels to maximize transparency and engagement.

Define and own the customer segmentation strategy to ensure the right customer get the right communication at the right time.

Lead cross-functional governance cadences with Product, Engineering, Technical Customer Care, Customer Success, and Customer Experience teams to ensure communications are accurate, timely, and customer-centric.

Own the customer communication calendar framework to ensure every stakeholder is aware of what customers are receiving what communications and ensure an optimal customer experience.

Develop talking points and guidance for customer-facing teams to ensure consistent and confident messaging during incidents, product changes, and market events.

Use tools like Pendo and HubSpot, along with segmentation strategies, to target communications based on customer type and impact.

Own logistics for customer webinars, including landing pages, invitations, Zoom / HubSpot setup, reminders, and follow-up communications.

Create and maintain landing pages for product releases, campaigns, and key updates, ensuring clarity, accessibility, and alignment with customer needs.

Own KPI framework & reporting for customer communications (adoption, engagement, NPS) and publish quarterly scorecard.

Use data-driven insights to iterate and perform ongoing improvements always keeping the customer experience at the center.

Continuously refine communication templates, cadences, and delivery channels to enhance clarity and customer engagement.

Be available after hours, as needed, to lead communications strategy and execution for urgent incidents or system events requiring timely customer communications and internal coordination.

Serve as subject matter expert in communications and messaging for our customer base and mentor other team members as needed.

Other Job Duties

Other duties as assigned by supervisor or HHAeXchange leader

Travel Requirements

Travel up to 10%, including overnight travel