Vice President, Care Transformation – AI Experience

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $215k - $235k / year

⏰ Full Time

🔴 Lead

🤖 Artificial Intelligence

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Alight Solutions

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2016

🏢 Enterprise

👥 HR Tech

☁️ SaaS

Enterprise • HR Tech • SaaS

Alight Solutions is a leading cloud-based human capital technology and services provider serving some of the world's largest organizations and over 35 million people and dependents. The company focuses on transforming lives and organizations by enhancing health, financial, and work wellbeing. Alight offers a wide range of services, including customer care, technology roles, consulting, application services, and business support, with opportunities for virtual or work-from-home positions. The company emphasizes corporate social responsibility and providing a positive impact on clients, colleagues, and communities.

📋 Description

• 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 • 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 • 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 • 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 • 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 • Lead large-scale, cross-functional transformation programs across Product, Technology, Operations, and Client teams

🎯 Requirements

• 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

🏖️ Benefits

• health, dental, and vision coverages starting Day One • wellbeing programs • retirement plans with contribution matching • generous time off • parental leave • continuing education • career growth opportunities • flexible working arrangements