Client Leader - Virtual

Alight

2d • Remote

About The Position

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.

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.

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.

Benefits

• We offer programs and plans for a healthy mind, body, wallet and life because it’s important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as several voluntary benefit options.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level