Senior Client Manager - Virtual

Alight, Inc.

Job Overview

Location

3 Locations

Job Type

Full-time

Full Job Description

📋 Description

• Lead call center operations for complex clients and major projects, serving as primary contact for client events and strategic initiatives.
• Drive change and performance within Customer Care and partner with the CC Team Manager to ensure operational excellence.
• Manage large and complex client portfolios, ensuring delivery aligned with revenue, size, and domain goals.
• Serve as primary escalation point for complex client issues.
• Maintain accountability for both client and internal perceptions of service delivery.
• Own and shape team culture, fostering engagement and operational excellence.
• Support decision making across Colleague, Client, and Finance pillars.
• Act as a subject matter expert within Customer Care and adjacent domains.
• Identify and lead continuous improvement initiatives and best practice adoption.
• Represent client and customer requirements in strategic projects, panels, and cross-functional initiatives.
• Lead planning and coordination for special client events.
• Build partnerships with colleagues, stakeholders, and clients.
• Apply financial acumen to support organizational success.
• Manage stakeholder perceptions and ensuring alignment across teams.

🎯 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.

🏖️ Benefits

• Competitive total rewards package
• Continuing education & training
• Tremendous potential with a growing global organization
• Health, dental, and vision insurance
• 401(k) with company match
• Flexible spending account
• Life and disability insurance
• Paid time off
• Parental leave
• Wellbeing and benefits selector page access

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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