Vice President, Care Transformation & AI Experience -Virtual

Alight•Virtual, GA

1d•$215,000 - $235,000•Remote

About The Position

This role will reimagine the contact center from the ground up, shifting from reactive, human-driven support to AI-powered, digital-first, and proactive experiences. You’ll own the strategy, roadmap, and execution to dramatically improve customer experience, automation, and cost efficiency. As a key member of the Delivery Transformation leadership team, you’ll sit at the intersection of product, operations, and AI, partnering across Technology, Data, and Client teams to deliver measurable, enterprise-wide impact.

Requirements

Bachelor’s degree required; advanced degree preferred
15+ years in customer care, contact center operations, product leadership, or transformation roles
Experience leading enterprise-scale care transformation and AI adoption initiatives
Demonstrated success in multi-channel service environments and digital transformation
Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not, now or in the future, require sponsorship of a visa for employment authorization in the Employing Country and with Alight.

Nice To Haves

advanced degree preferred

Responsibilities

Lead transformation of large-scale, multi-channel contact center operations across voice, digital, and self-service environments
Redesign the care delivery model to drive AI-led automation, digital adoption, and operational efficiency
Own the shift from assisted service to intelligent, self-service and automated engagement
Align a complex ecosystem of stakeholders - internal teams, external BPO partners, and technology vendors
Define and scale AI-first care capabilities, including conversational AI, virtual assistants, agent augmentation, and intelligent routing
Drive containment strategies to reduce reliance on assisted service
Enable predictive and proactive engagement, leveraging data and AI to anticipate customer needs
Translate AI investments into clear business outcomes and measurable ROI
Own the multi-year roadmap for care experiences across all channels
Ensure product innovation is fully embedded into frontline operations, workflows, and agent experience
Partner closely with Operations to deliver real-world adoption, performance gains, and scalability
Align investments to enterprise priorities across growth, client experience, and efficiency
Drive measurable improvements in cost-to-serve, productivity, and service efficiency
Optimize workforce model, capacity planning, and routing strategies using AI-driven insights
Improve first-contact resolution, customer effort, and overall experience quality
Establish and manage a data-driven performance system across care operations
Modernize enterprise knowledge management to support AI-driven and assisted experiences
Improve agent effectiveness through intelligent knowledge surfacing and workflow automation
Accelerate onboarding and proficiency through simplified tools and AI-enabled support
Lead large-scale, cross-functional transformation programs across Product, Technology, Operations, and Client teams
Influence and align senior executives across multiple business units
Drive adoption of new capabilities in a highly matrixed, complex organization
Bring structure, clarity, and execution discipline to high-stakes transformation efforts