Senior Client Manager – Customer Care

Alight Solutions

. Lead call center operations for complex clients and major projects .

Posted 4/8/2026full-timeRemote • Florida, Illinois, North Carolina • 🇺🇸 United StatesSenior💰 $78,000 - $120,000 per yearWebsite

About the role

Key responsibilities & impact

Lead call center operations for complex clients and major projects
Serve as primary contact for client events and strategic initiatives
Drive change and performance within Customer Care
Partner with CC Team Manager to ensure operational excellence
Manage large and complex client portfolios
Ensure 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
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 ensure alignment across teams

Requirements

What you’ll need

Bachelor’s degree or equivalent experience
Minimum of 5 years of call center management and leadership experience
Expertise across multiple service domains (e.g., CC, DC, DB, HW, HR, Payroll)
Extensive understanding of the Customer Care delivery model and industry’s best practices
Vast knowledge of client requirements, systems, and end-to-end process flows
Regulatory and legislative knowledge across multiple service areas
Understanding of plan operations and domain functions
Experience with call center operations management
Minimum of 5 years of people management experience

Benefits

Comp & perks

Health coverage options
Wellbeing and support programs
Retirement plans
Vacation and sick leave
Maternity, paternity & adoption leave
Continuing education and training
Several voluntary benefit options

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

call center managementcustomer care delivery modelcontinuous improvement initiativesfinancial acumenservice domain expertiseprocess flowsregulatory knowledgelegislative knowledgepeople management

Soft Skills

leadershipclient relationship managementstakeholder managementteam culture shapingoperational excellenceengagement fosteringdecision makingstrategic initiative executionproblem solving

Certifications

Bachelor's degree