Role Description We’re looking for a leader to redefine customer care at scale—transforming how millions engage across health, wealth, leave, payroll, and HR. This role will reimagine the contact center from the ground up, shifting from reactive, human-driven support to AI-powered, digital-first, and proactive experiences. You’ll own the strategy, roadmap, and execution to dramatically improve customer experience, automation, and cost efficiency. As a key member of the Delivery Transformation leadership team, you’ll sit at the intersection of product, operations, and AI, partnering across Technology, Data, and Client teams to deliver measurable, enterprise-wide impact. What You Will Own - End-to-End Care Transformation - Lead transformation of large-scale, multi-channel contact center operations across voice, digital, and self-service environments. - Redesign the care delivery model to drive AI-led automation, digital adoption, and operational efficiency. - Own the shift from assisted service to intelligent, self-service and automated engagement. - Align a complex ecosystem of stakeholders - internal teams, external BPO partners, and technology vendors. - AI-Driven Customer Experience - Define and scale AI-first care capabilities, including conversational AI, virtual assistants, agent augmentation, and intelligent routing. - Drive containment strategies to reduce reliance on assisted service. - Enable predictive and proactive engagement, leveraging data and AI to anticipate customer needs. - Translate AI investments into clear business outcomes and measurable ROI. - Product & Operational Integration - Own the multi-year roadmap for care experiences across all channels. - Ensure product innovation is fully embedded into frontline operations, workflows, and agent experience. - Partner closely with Operations to deliver real-world adoption, performance gains, and scalability. - Align investments to enterprise priorities across growth, client experience, and efficiency. - Contact Center Economics & Performance - Drive measurable improvements in cost-to-serve, productivity, and service efficiency. - Optimize workforce model, capacity planning, and routing strategies using AI-driven insights. - Improve first-contact resolution, customer effort, and overall experience quality. - Establish and manage a data-driven performance system across care operations. - Knowledge, Agent Experience & Enablement - Modernize enterprise knowledge management to support AI-driven and assisted experiences. - Improve agent effectiveness through intelligent knowledge surfacing and workflow automation. - Accelerate onboarding and proficiency through simplified tools and AI-enabled support. - Enterprise Leadership & Change - Lead large-scale, cross-functional transformation programs across Product, Technology, Operations, and Client teams. - Influence and align senior executives across multiple business units. - Drive adoption of new capabilities in a highly matrixed, complex organization. - Bring structure, clarity, and execution discipline to high-stakes transformation efforts. Qualifications - Bachelor’s degree required; advanced degree preferred. - 15+ years in customer care, contact center operations, product leadership, or transformation roles. - Experience leading enterprise-scale care transformation and AI adoption initiatives. - Demonstrated success in multi-channel service environments and digital transformation. Application and Interview By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight’s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position. Alight requires all virtual interviews to be conducted on video. Please be aware that Alight is a camera-on culture and may require occasional travel to one of our physical office locations. Our Commitment to Inclusion We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful. At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future. As part of this commitment, Alight will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact alightcareers@alight.com. Equal Opportunity Policy Statement Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state, or local law. In addition, we take affirmative action to employ disabled persons, disabled veterans, and other covered veterans. Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request reasonable accommodations/modifications by contacting their recruiter. Salary Pay Range - Minimum: 215,000.00 USD - Maximum: 235,000.00 USD Pay Transparency Statement: Alight considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate’s experience, education, certification/credentials, market data, internal equity, and geography. Alight makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level. Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit: Wellbeing and Benefits Selector Page - Alight.