Senior Client Manager - Virtual

Alight

2d • Remote

About The Position

The Senior Client Manager leads call center operations for complex clients and major projects. The role serves as primary contact for client events and strategic initiatives. This role also drives change and performance within Customer Care and partners with the CC Team Manager to ensure operational excellence.

Requirements

• Have a bachelor’s or equivalent experience.
• Have a minimum of 5 years of call center management and leadership experience
• Have expertise across multiple service domains (e.g., CC, DC, DB, HW, HR, Payroll).
• Have extensive understanding of the Customer Care delivery model and industry’s best practices.
• Have vast knowledge of client requirements, systems, and end-to-end process flows.
• Have regulatory and legislative knowledge across multiple service areas.
• Understand plan operations and domain functions.
• Have experience with call center operations management.
• Have a minimum of 5 years people management experience
• Alight requires all virtual interviews to be conducted on video.

Responsibilities

• Managing large and complex client portfolios, ensuring delivery aligned with revenue, size, and domain goals.
• Serving as primary escalation point for complex client issues.
• Maintaining accountability for both client and internal perceptions of service delivery.
• Owning and shape team culture, fostering engagement and operational excellence.
• Supporting decision making across Colleague, Client, and Finance pillars.
• Acting as a subject matter expert within Customer Care and adjacent domains.
• Identifying and lead continuous improvement initiatives and best practice adoption.
• Representing client and customer requirements in strategic projects, panels, and cross-functional initiatives.
• Leading planning and coordination for special client events.
• Building partnerships with colleagues, stakeholders, and clients.
• Applying financial acumen to support organizational success.
• Managing stakeholder perceptions and ensuring alignment across teams.

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