Customer Care Client Manager I - Virtual

Alight • St. David's, IL

1d • Remote

About The Position

The Client Manager I (CM I) oversees Customer Care call center operations for assigned clients. This role ensures exceptional service, operational excellence, and strong client relationships. The CM I is the primary client liaison, resolving escalations, improving customer experience, and partnering with the Customer Care Team Manager.

Requirements

• Have a minimum of 5 years of call center experience
• Have knowledge of multiple service domains (e.g., CS, DC, DB, HW, HR, Payroll).
• Be familiar with Customer Service best practices.
• Have a deep understanding of client requirements, systems, and process flows.
• Know Customer Care delivery models and regulatory/legislative considerations.
• Understand plan management, operations, and domain functions.
• Have knowledge of company policies and manager tools.
• Have people management experience
• Alight requires all virtual interviews to be conducted on video.

Responsibilities

• Serving as the primary contact for assigned clients, domains, and internal leadership.
• Acting as an escalation point for client issues and ensure timely resolution.
• Delivering on contractual and internal performance standards, including key Customer Care metrics.
• Managing the Customer Care delivery model, identifying out-of-scope services, and supporting change request processes.
• Assisting with new client implementations and change orders.
• Partnering with internal teams to provide accurate reporting and insights.
• Using data to identify trends, drive outcomes, and support client decision making.
• Developing and execute plans to improve customer satisfaction and service quality.
• Coaching and mentoring team members, contributing to a culture of excellence.
• Sharing client knowledge and supporting knowledge management strategy.
• Collaborating with technology teams on system changes and prioritizations.
• Applying financial acumen to support client and operational decisions.

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
• Education Level: No Education Listed