Customer Care Client Leader - Virtual

Our story

At Alight, we believe a company’s success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to “Be Alight.”

Our Values:

Champion People – be empathetic and help create a place where everyone belongs.

Grow with purpose – Be inspired by our higher calling of improving lives.

Be Alight – act with integrity, be real and empower others.

It’s why we’re so driven to connect passion with purpose. Alight helps clients gain a benefits advantage while building a healthy and financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, absence management and navigation.

With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.

Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight.

Learn more at careers.alight.com. 

About the Role

The Client Leader directs Customer Care delivery for complex, high impact clients. The role ensures strong service quality, client satisfaction, and operational excellence. This leader builds trusted relationships with clients and internal teams. They drive continuous improvement and shape key outcomes. The role also guides cross-functional teams to deliver scalable and efficient customer experiences.

Responsibilities

• Serving as the senior Customer Care contact and escalation point for assigned clients.
• Building trusted advisor relationships with client executives and internal senior leaders.
• Influencing client decisions by leveraging data insights, best practices, and industry expertise.
• Leading Customer Care delivery to ensure service quality, consistency, and client satisfaction.
• Overseeing delivery models to support scalability, operational efficiency, and performance goals.
• Partnering with operations, domain leaders, and cross-functional teams to resolve complex delivery challenges.
• Driving execution of Customer Care strategy at the client and portfolio level.
• Identifying, leading, and implementing continuous improvement initiatives to enhance customer experience and business performance.
• Mentoring and coaching senior managers and client leaders, serving as a role model within Customer Care.
• Influencing enterprise initiatives and cross-functional priorities without direct authority.
• Leading resolution of complex client issues, using good judgment and multiple data sources.
• Anticipating risks and proactively drive change aligned with organizational priorities.

Requirements

• Have a bachelor's degree or equivalent experience
• Have 5+ years of call center management and leadership experience
• Have expertise in Customer Care delivery, client management, and service operations.
• Have proven success leading complex, client-facing environments with high visibility and impact.
• Have strategic thinking, analytical skills, and data-driven decision making capabilities.
• Have exceptional communication, negotiation, and influencing skills across all organizational levels.
• Demonstrate ability to lead through ambiguity, change, and evolving business needs.
• Have experience driving continuous improvement and operational excellence within a service focused organization.
• Have multiple service (DC, DB, HM, HR, Payroll, etc.) business knowledge based on current and projected clients
• Understand client requirements
• Have regulatory and legislative knowledge in multiple service areas
• Know company policies, management tools and resources
• Have experience working and leading broader customer service initiatives and projects that create enterprise results

Alight requires all virtual interviews to be conducted on video.

Flexible Working

So that you can be your best at work and home, we con