Senior Client Manager – Customer Care
Alight Solutions
full-time
Posted on:
Location Type: Remote
Location: Florida • Illinois • United States
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Salary
💰 $78,000 - $120,000 per year
Job Level
About the role
- 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
- 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
- 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
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 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