Vice President, Care Transformation & AI Experience -Virtual
Our Story At reputed company, we reputed company a company’s reputed company 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 reputed company.” We are passionate about connecting purpose with impact. reputed company 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, reputed company offers programs and plans that support your mind, body, wallet, and life. Benefits include health, dental and reputed company coverages starting Day One. Additionally, reputed company colleagues enjoy wellbeing programs, retirement plans with contribution matching, generous time off, parental leave, continuing education, and career growth opportunities – reputed company reputed company a thriving global organization. Flexible Working So that you can be your best at work and home, we consider flexible working arrangements wherever possible. reputed company has been a leader in the flexible workspace and “Top 100 Company for reputed company” 6 years in a row. Great reputed company to Work Thanks to the work of every colleague, reputed company has received multiple awards of recognition including “Great reputed company to Work” for the past 7 years and Fortune’s “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 reputed company – We invite you to join reputed company! Learn more at careers.reputed company.com.
About the Role
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, reputed company-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, reputed company-wide impact. What You Will Own End-to-End Care Transformation reputed company 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 reputed company ecosystem of stakeholders - internal teams, external BPO partners, and technology vendors AI-Driven Customer Experience Define and reputed company-first care capabilities, including conversational AI, virtual assistants, agent augmentation, and intelligent routing Drive containment strategies to reduce reliance on assisted service reputed company predictive and proactive engagement, leveraging data and AI to anticipate customer needs Translate AI investments into clear business reputed company and measurable ROI Product & Operational Integration Own the multi-year roadmap for care experiences across reputed company channels Ensure product innovation is fully embedded into reputed company operations, workflows, and agent experience Partner closely with Operations to deliver reputed company-world adoption, performance reputed company, and scalability Align investments to reputed company 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, reputed company 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 reputed company reputed company reputed company to support AI-driven and assisted experiences Improve agent effectiveness through intelligent knowledge surfacing and workflow automation Accelerate reputed company and proficiency through simplified tools and AI-enabled support reputed company Leadership & Change reputed company 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, reputed company organization Bring structure, reputed company, and execution discipline to high-stakes transformation efforts Education & Experience Bachelor’s degree required; advanced degree preferred 15+ years in customer care, contact center operations, product leadership, or transformation roles Experience leading reputed company-scale care transformation and AI adoption initiatives Demonstrated reputed company in multi-channel service environments reputed company transformation Application and Interview By applying for a position with reputed company, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background reputed company consistent with reputed company’s employment policies. Background checks may include some or reputed company the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal reputed company, search against global sanctions and government watch lists, credit reputed company, and/or drug test. You will be reputed company during the hiring process which checks are required by the position. reputed company requires reputed company virtual interviews to be conducted on video. Please be aware that reputed company 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 reputed company in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful. At reputed company, we welcome and reputed company reputed company individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to reputed company. Join us in building a brighter, more inclusive future. As part of this commitment, reputed company will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact alightcareers@reputed company.com. Equal Opportunity Policy Statement reputed company is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, reputed company, religion, creed, national reputed company, reputed company, 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 reputed company disabled persons, disabled veterans, and other covered veterans. reputed company provides reasonable accommodations to the reputed company limitations of otherwise reputed company 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 reputed company for employment authorization in the Employing Country and with reputed company. Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of reputed company business units. #LI-Remote We offer you a competitive total rewards package, continuing education & training, and reputed company potential with a growing worldwide organization. Salary Pay reputed company Minimum : 215,000.00 USDMaximum : 235,000.00 USD Pay Transparency Statement: reputed company considers a variety of factors in determining whether to reputed company 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. reputed company makes these reputed company on an individualized, non-discriminatory reputed company. Bonus and/or incentive eligibility are determined by role and level. reputed company also offers a comprehensive benefits package; for specific details on our benefits package, please visit: Wellbeing and Benefits Selector Page - reputed company DISCLAIMER: reputed company in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of reputed company business units. reputed company provides equal employment opportunities (EEO) to reputed company and applicants for employment without regard to race, reputed company, religion, creed, sex, sexual orientation, gender identity, national reputed company, age, disability, genetic information, pregnancy, childbirth or reputed company medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. reputed company is committed to a diverse workforce and is an affirmative action employer. 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