Vice President, Care Transformation & AI Experience Virtual

Our Story

At Alight we believe a companys success starts with its people. At our core we Champion People help our colleagues Grow with Purpose and true to our name we encourage colleagues to Be Alight. We are passionate about connecting purpose with impact. Alight empowers clients to build a healthier and more financially secure workforce by unifying the benefits ecosystem across health wealth wellbeing navigation and absence management.

Our Benefits

With a comprehensive total rewards package Alight offers programs and plans that support your mind body wallet and life. Benefits include health dental and vision coverages starting Day One. Additionally Alight colleagues enjoy wellbeing programs retirement plans with contribution matching generous time off parental leave continuing education and career growth opportunities all within a thriving global organization.

Flexible Working

So that you can be your best at work and home we consider flexible working arrangements wherever possible. Alight has been a leader in the flexible workspace and Top 100 Company for Remote Jobs 6 years in a row.

Great Place to Work

Thanks to the work of every colleague Alight has received multiple awards of recognition including Great Place to Work for the past 7 years and Fortunes Best Companies to Work For. To learn more about our company culture and awards Click Here.

If you Champion People seek to Grow with Purpose and embody the meaning of Be Alight We invite you to join our team! Learn more at .

About the Role

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

Education & Experience

• Bachelors 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 Alights 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 reasonable accommodation is needed please contact .

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 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.

Authorization to work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight.

Note this job description does not restrict managements right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries partners or purchasers of Alight business units.

#LI-Remote

We offer you a competitive total rewards package continuing education & training and tremendous potential with a growing worldwide organization.

Salary Pay Range

Minimum :

215000.00 USD

Maximum :

235000.00 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 candidates 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

DISCLAIMER:

Nothing in this job description restricts managements right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries partners or purchasers of Alight business units.

Alight Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race color religion creed sex sexual orientation gender identity national origin age disability genetic information pregnancy childbirth or related medical condition veteran marital parental citizenship or domestic partner status or any other status protected by applicable national federal state or local law. Alight Solutions is committed to a diverse workforce and is an affirmative action employer.