Alight Solutions

Customer Care Client Leader

Alight Solutions

full-time

Posted on:

Location Type: Remote

Location: Illinois • United States

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Salary

💰 $96,000 - $140,000 per year

Job Level

Senior

About the role

  • Serving as the senior Customer Care contact and escalation point for assigned clients.
  • Building trusted advisor relationships with client executives and internal senior leaders.
  • Influencing client decisions by leveraging data insights, best practices, and industry expertise.
  • Leading Customer Care delivery to ensure service quality, consistency, and client satisfaction.
  • Overseeing delivery models to support scalability, operational efficiency, and performance goals.
  • Partnering with operations, domain leaders, and cross-functional teams to resolve complex delivery challenges.
  • Driving execution of Customer Care strategy at the client and portfolio level.
  • Identifying, leading, and implementing continuous improvement initiatives to enhance customer experience and business performance.
  • Mentoring and coaching senior managers and client leaders, serving as a role model within Customer Care.
  • Influencing enterprise initiatives and cross-functional priorities without direct authority.
  • Leading resolution of complex client issues, using good judgment and multiple data sources.
  • Anticipating risks and proactively drive change aligned with organizational priorities.

Requirements

  • Have a bachelor's degree or equivalent experience
  • Have 5+ years of call center management and leadership experience
  • Have expertise in Customer Care delivery, client management, and service operations.
  • Have proven success leading complex, client-facing environments with high visibility and impact.
  • Have strategic thinking, analytical skills, and data-driven decision making capabilities.
  • Have exceptional communication, negotiation, and influencing skills across all organizational levels.
  • Demonstrate ability to lead through ambiguity, change, and evolving business needs.
  • Have experience driving continuous improvement and operational excellence within a service focused organization.
  • Have multiple service (DC, DB, HM, HR, Payroll, etc.) business knowledge based on current and projected clients
  • Understand client requirements
  • Have regulatory and legislative knowledge in multiple service areas
  • Know company policies, management tools and resources
  • Have experience working and leading broader customer service initiatives and projects that create enterprise results
Benefits
  • 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
  • several voluntary benefit options
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
call center managementCustomer Care deliveryclient managementservice operationsdata-driven decision makingcontinuous improvementoperational excellenceregulatory knowledgelegislative knowledgebusiness knowledge
Soft Skills
strategic thinkinganalytical skillscommunication skillsnegotiation skillsinfluencing skillsleadershipmentoringcoachingproblem-solvingchange management