Alight Solutions

Customer Success Manager

• Ensuring the overall success, retention, growth, and operational performance of Alight's Healthcare Navigation client portfolio.
• Leading a client-facing team responsible for executive relationship management, client success, contract fulfillment, and revenue growth through retention and expansion.
• Establishing and executing the strategic vision for Healthcare Navigation Account Management.
• Serving as a sponsor and trusted advisor for key client relationships, building credibility with senior client stakeholders.
• Driving client retention, satisfaction, and long-term partnership growth across the Healthcare Navigation portfolio.
• Ensuring clients achieve measurable business, financial, and health outcomes from their Navigation investment.
• Supporting renewal and expansion strategies in partnership with renewal leader, sales, and product.
• Identifying opportunities to deepen client relationships and expand Healthcare Navigation solutions.
• Partnering with client teams to demonstrate value, articulate outcomes, and support contract negotiations.
• Maintain executive-level relationships that strengthen client confidence and retention.
• Ensuring contractual commitments, service levels, and client deliverables are consistently achieved.
• Overseeing the resolution of complex client issues, executive escalations, service failures, and quality concerns.
• Driving client management operational excellence through governance, performance management, risk mitigation, and accountability frameworks.
• Leading portfolio-level management of client health, delivery performance, and strategic initiatives.
• Leading, coaching, and developing a team of Client Directors and Client Leaders.
• Creating a culture of accountability, client-centricity, collaboration, and continuous improvement.
• Establishing clear performance expectations and driving execution against business objectives.
• Owning portfolio performance, including client retention, revenue preservation, and growth opportunities.
• Monitoring key business metrics and implementing strategies to improve client and financial performance.
• Championing initiatives that enhance the Healthcare Navigation business, client experience, and operational effectiveness.
• Representing Healthcare Navigation in executive, client, and enterprise forums.

Customer Success Leader – Healthcare Navigation Solutions

Customer Specialist

• Handling inbound calls and providing financial education
• Answering complex questions, investment and payment options available to plan participants
• Offering guidance on appropriate tools and services
• Providing information and guidance around the effects of plan distributions, loans, investment choices and other specific plan rules
• Working independently to troubleshoot and research issues, and develop solutions
• Processing transactional support to plan participants
• Focusing guidance on qualified and non-qualified retirement plan benefits

Defined Contribution Customer Solutions Specialist

Security Engineer

• Enables secure, responsible, and scalable AI adoption by defining, implementing, and evaluating AI‑specific security and risk controls across the AI lifecycle
• Serves as a bridge between AI engineering, information security, privacy, and third‑party risk teams
• Partnering directly with AI Engineers & Developers, Information Security and governance teams to define AI-specific security and risk management standards
• Translating enterprise security principles and risk frameworks into AI‑appropriate guidance
• Define AI runtime monitoring and incident response expectations
• Ensuring AI security guidance remains aligned with evolving technology patterns, external expectations, and internal architectures
• Contributing to the broader AI policy hierarchy by ensuring security requirements are clearly mapped to AI governance policies, controls and standards
• Partnering with third‑party risk and supplier governance teams to Identify AI‑specific risks
• Acting as a trusted advisor to AI engineering, product, privacy, and security teams on how to safely design and deploy AI systems
• Providing practical guidance that balances security rigor with business velocity

AI Security & Controls Lead

AI Engineer

• Owning, developing, and maintaining enterprise AI governance policies and standards, including Responsible AI principles, acceptable use, documentation requirements, and defined risk thresholds
• Establishing and maintaining the AI policy hierarchy, ensuring clear alignment between enterprise policy, supporting standards, and control requirements
• Translating external regulatory expectations and industry frameworks (e.g., NIST AI Risk Management Framework) into clear, enforceable enterprise policies and standards
• Ensuring AI governance policies and standards remain current with evolving regulations, supervisory guidance, technology capabilities, and business use cases
• Defining policy exception criteria and escalation pathways; exception approval is governed through established enterprise processes
• Identifying, define, and document AI governance controls that enable compliance with policy, regulatory, and risk management obligations
• Developing clear control statements that articulate control intent, scope, applicability, and expected evidence artifacts across the AI lifecycle
• Defining minimum control requirements based on AI risk tier, model characteristics, data sensitivity, and usage context
• Partnering with engineering, security, and delivery teams to ensure AI controls are implementable, measurable, and embedded into SDLC and operational workflows
• Maintaining authoritative documentation of AI controls to support audit, regulatory review, and internal assurance activities
• Supporting client‑facing teams by providing standardized, defensible AI governance policy and control content for inquiries, RFPs, and due diligence requests
• Assisting in preparing clear, business friendly explanations of AI governance practices for clients and auditors
• Providing guidance to ensure AI usage aligns with contractual, regulatory, and trust expectations
• Supporting AI risk classification, documentation traceability, and audit readiness across AI use cases, models, tools, and vendors
• Assisting with preparation and maintenance of AI governance evidence for audits, regulatory reviews, and client inquiries (e.g., SOC 2, ISO, due diligence)
• Tracking AI‑related findings and remediation status to inform continuous improvement of governance policies, standards, and controls

AI Enablement & Governance Lead – Policy, Controls & Compliance

• Partnering directly with AI Engineers, Application Developers and Data Scientists during the design phase to define technical quality acceptance criteria and fit-for-use requirements
• Embedding quality considerations into model and system architecture from the onset, specifically for complex patterns like RAG and autonomous Agents
• Defining golden truth requirements and evaluation dataset standards; partner with Data Science teams to ensure datasets reflect production-level complexity
• Defining quality and evaluation expectations for third-party AI systems and vendor-supplied models, ensuring consistent governance standards regardless of model origin
• Designing and maintaining structured evaluation framework that assesses AI system against defined quality bars (e.g. Goodness-of-Fit, Calibration, Stability)
• Developing automated metrics for Generative AI performance including Groundedness (Hallucination detection), Faithfulness, Completeness, and other domain-relevant metrics
• Defining and operationalize fairness and bias evaluation criteria, including demographic parity assessments and disparate impact testing for client-facing AI systems
• Calibrating evaluation thresholds and monitoring cadence to AI risk tier, ensuring proportionate controls without over-engineering lower-risk use cases
• Identifying and document technical AI governance controls that enable automated compliance with performance and risk obligations
• Establishing drift and ongoing monitoring requirements, defining statistical triggers for feature and concept drift that necessitate model intervention
• Providing objective, data-driven evaluation outputs that support AI governance reviews and risk classification
• Maintaining authoritative documentation of AI controls to support audit, regulatory review, and internal assurance activities

AI Quality & Evaluation Lead

Care Coordinator

• Handle inbound and outbound calls to assist with customer needs related to Health and Welfare benefits, including processing enrollments.
• Educating customers on benefit plans and program options.
• Utilizing tools to discuss premiums, coinsurance, copays, deductibles, and out of pocket expenses for health benefits.
• Using excellent customer service skills with empathy and compassion to resolve complex customer needs while navigating multiple tools in a quick-paced environment.
• Educating customers on plan provisions using Summary Plan Descriptions and other tools, including handling questions on COBRA and retirement.
• Handling questions about COBRA, process enrollments, and connect customers to relevant benefits, resources, or programs.
• Participating in ongoing healthcare training and adapting to new processes as needed.
• Scheduling and completing appointments for Retirement, Annual Enrollment, and other special events.
• Investigating identified issues by interacting with the health plan, provider, and other third parties as needed.
• Utilizing excellent written communication skills to accurately record and summarize customer needs and actions.
• Receiving coaching and feedback on performance and applying learnings.

Navigation Care Coordinator

Financial Planning and Analysis

• Partner with the finance manager and business unit leaders to report financial results and assess risks and opportunities to achieving financial targets
• Support preparation of monthly and quarterly reporting materials to be shared with leadership and stakeholders
• Prepare variance analysis and provide insight on financial results relative to plan, forecast, and prior year
• Develop a strong understanding of the business to support appropriate outlook
• Perform data driven analysis on operational aspects to inform leadership decision making
• Support models for business unit long range planning and annual budgeting process
• Actively contribute to improvements in reporting enhancement initiatives
• Support decision making processes with ad hoc reporting and analysis on operational and financial matters
• Demonstrate comfort in participating in meetings with business and finance leadership

Senior Financial Analyst

Sales

• Driving sales results through daily, weekly, monthly agent performance management and accountability
• Managing outbound tele sales campaigns
• Communicating effectively, addressing positive and negative performance issues timely
• Monitoring attendance, adherence, and address long agent handle-times

Retiree Benefit Sales Manager

Solutions Engineer

• Driving the results through daily, weekly, monthly management routines
• Ensure the team is meeting or exceeding all key metrics
• Managing outbound facing activities (appointment confirmation, courtesy calls, web chat, email, etc.)
• Managing team taking inbound calls, focusing on efficiency, referrals, accuracy, compliance, and quality
• Monitoring each Customer Service Associate’s daily performance against monthly objectives and goals
• Addressing both positive and negative performance issues in a timely and impactful manner
• Driving accountability for results and immediate improvement towards results
• Achieving goals against individual and team targets through coaching, planning, and motivation
• Understanding adjustments needed in team performance to achieve key performance indicators
• Handling and supervising all customer complaints related to the Customer Service Associates or service delivery received
• Partnering with designated teams to coordinate and ensure proper operational delivery

Customer Service Manager – Temporary

Data Entry

• Process participant documentation through multiple operational work queues, including Scan Queue, Data Entry Element Queue, Fax Queue, Returned Mail Queue, Manual Audits, Gatekeeping Queue, and CAM Queue
• Review, interpret, and validate participant documentation, including identification records, tax documents, forms, and verification materials
• Accurately extract and enter required data elements into PlanSmart and related systems
• Ensure all transactions meet established quality, compliance, and processing standards
• Identify, research, and escalate discrepancies, incomplete documentation, or processing exceptions
• Maintain data accuracy and integrity while processing high volumes of participant records
• Support audit readiness through thorough and accurate documentation practices
• Adhere to established service level agreements and processing turnaround requirements
• Manage workload effectively while balancing competing priorities and deadlines
• Follow all company policies and procedures related to data privacy, confidentiality, and information security
• Collaborate with team members and leadership to resolve processing issues and improve operational efficiency
• Meet and/or exceed productivity, accuracy, and quality performance expectations

Temporary Data Entry Specialist

General

• Maintaining accuracy and consistency in leave administration by reconciling system data
• Collaborate with internal and external partners
• Identify and resolve discrepancies that could impact employee pay or case outcomes
• Document issues and perform root cause and trend analysis
• Drive issue resolution, reduce risk, and improve processes

Leaves Coordinator

• leading and developing a team of Appeals professionals responsible for STD and LTD appeals.
• promoting a positive employee experience while driving engagement, retention, and professional development.
• managing daily operations to ensure timely, accurate, and compliant appeal determinations.
• monitoring operational performance metrics, productivity, quality, service levels, and client commitments.
• coaching, mentoring, and developing team members, fostering a culture of accountability, collaboration, and continuous improvement.
• identifying process improvement opportunities and partnering with leadership to implement solutions that improve efficiency and service outcomes.
• collaborating with business partners, compliance, legal, quality, client management, and operational leaders to address issues and support business objectives.
• supporting implementation of operational strategies, initiatives, and organizational priorities.
• ensuring adherence to applicable regulatory requirements, policies, procedures, and internal controls.
• conducting regular team meetings, performance discussions, and workforce planning activities.
• assisting with staffing, capacity planning, training, and onboarding activities to support business needs.
• supporting budget objectives through effective resource management and operational discipline.
• managing escalated appeal cases and provide guidance on complex claim situations.

Manager, Appeals – Alight Leave Solutions

• managing communication between the customer care team, administrative team and clinical team
• ensuring legal compliance and confidentiality, providing timely notifications to employees and client company
• reviewing documentation for approvals and denials
• responding to periodic audits
• utilizing expertise as a Subject Matter Expert in Leave of Absence programs
• ensuring guidance on compliance and effective communication
• leading a virtual team (across multiple locations)
• defining roles and responsibilities and establishing direct accountabilities
• focusing on building talent and people capability to enable a high-performance culture
• responding timely and accurately to client and internal inquiries
• communicating important information on new/updated processes and procedures to staff
• providing ongoing client support with the use of diagnostic skills
• identifying opportunities for continuous improvement
• managing the established Key Performance Indicators (KPI’s) and ensuring Performance Guarantees are met
• managing and overseeing workload, performance management, personnel management, and goal setting for the team
• performing side by side listening/shadowing and coaching with team members

Operations Manager – Alight Leave Solutions

• Focus on driving awareness, education and understanding of Alight’s Leaves Solutions to the consulting and brokerage community
• Form deeper and broader broker relationships with prioritized firms
• Partner with key Alight stakeholders to inform Alight’s Leaves Solutions go-market strategy
• Identify, access, and prioritize key Broker and Consultant relationships
• Create, develop, and expand relationships with key Brokers and Consultants
• Successfully engage with Brokers and Consultants to obtain understanding of their leaves management priorities and objectives
• Act as the escalation point of contact for Brokers and Consultants
• Prioritize continual education on Alight’s evolving capabilities and go-to-market solutions
• Support industry conferences and events representing Alight Leaves Solutions
• Regularly track and report activities and metrics associated with actions showing progress

Director, Consultant Relations – Leaves Solutions

• responsible for strategy, management, and retention of a high-revenue, and complex client portfolio
• fostering strategic relationships with clients and brokers
• optimizing the value clients gain from Alight's products and solutions
• developing and building meaningful and trusted relationships across internal teams, customer stakeholders, and key influential third-party stakeholders, particularly broker consultants
• working closely with the Solutions Delivery team post-sale to ensure a smooth transition from Implementation to Service
• advocating to ensure business readiness and client success
• collaborating cross-functionally to optimize product, service, and delivery outcomes
• consulting with clients regularly on best practices to increase product adoption and utilization
• owning the Account Health strategy for assigned client accounts
• proactively monitoring and identifying client retention risk; designing and executing success plans to resolve issues and mitigate risk
• strategizing, preparing, and conducting Quarterly and Annual Client Business Reviews
• informing clients of changes in legislation that affect disability, workers compensation, and FMLA management
• acting as a change agent; seeking out and pursuing new ideas for continuous improvement
• traveling to attend internal meetings, client meetings, and industry conferences/meetings as needed.