Client Leader - Virtual

Alight, Inc.

Job Overview

Location

4 Locations

Job Type

Full-time

Full Job Description

📋 Description

• Directs Customer Care delivery for complex, high-impact clients, ensuring strong service quality, client satisfaction, and operational excellence.
• Builds trusted relationships with clients and internal teams, driving continuous improvement and shaping key outcomes.
• Guides cross-functional teams to deliver scalable and efficient customer experiences.
• Serves as the senior Customer Care contact and escalation point for assigned clients.
• Builds trusted advisor relationships with client executives and internal senior leaders.
• Influences client decisions by leveraging data insights, best practices, and industry expertise.
• Leads Customer Care delivery to ensure service quality, consistency, and client satisfaction.
• Oversees delivery models to support scalability, operational efficiency, and performance goals.
• Partners with operations, domain leaders, and cross-functional teams to resolve complex delivery challenges.
• Drives execution of Customer Care strategy at the client and portfolio level.
• Identifies, leads, and implements continuous improvement initiatives to enhance customer experience and business performance.
• Mentors and coaches senior managers and client leaders, serving as a role model within Customer Care.
• Influences enterprise initiatives and cross-functional priorities without direct authority.
• Leads resolution of complex client issues, using good judgment and multiple data sources.
• Anticipates risks and proactively drives change aligned with organizational priorities.

🎯 Requirements

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

🏖️ Benefits

• Health, dental, and vision insurance
• 401(k) with company match
• Wellbeing programs
• Retirement plans
• Paid time off
• Maternity and paternity leave
• Continuing education and training
• Voluntary benefit options

Skills & Technologies

Angular

Senior

Remote

Degree Required

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Alight, Inc.

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About Alight, Inc.

Alight, Inc. is a leading cloud-based provider of integrated benefits solutions. The company offers a comprehensive suite of services designed to help employers manage their employee benefits programs effectively. These services include health and wellbeing solutions, retirement plan administration, payroll services, and financial wellbeing tools. Alight focuses on leveraging data and technology to personalize employee experiences, improve health outcomes, and drive financial security for individuals and their families. They serve a diverse range of clients, from small businesses to large enterprises, aiming to simplify complex benefits landscapes and empower employees to make informed decisions about their health, wealth, and wellbeing.

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