**Our story** Strada is a technology-enabled, people powered company committed to delivering world-class payroll, human capital management, and financial management solutions to organizations globally. With a team of more than 8,000 experts and over 30 years of expertise, Strada blends leading-edge technology with human ingenuity to help businesses across the globe design and deliver at scale. Supporting over 1,400 customers in 33 countries, Strada partners with customers at every stage of their journey, to help drive their vision forward. It’s why we’re so driven to connect passion with purpose. Our team’s experience in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life. With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Strada is the perfect place to put your passion to work. To learn more about us, visit stradaglobal.com A Global Implementation Customer Care Leader has overall accountability for Customer Care (CC) implementation team and on a client. Project scope may include new client implementations, new service implementations for existing clients, conversions, upgrades, re implementations as well as identified complex Implementation projects. In addition to client projects, contributes to Customer Care implementation and domain initiatives as needed. Coaches other Customer Care team members and has experience implementing concurrent domains/services (new or existing clients), more than one type of implementation project scope (reimplementation, new client, new service, etc.) or high/mega complexity client projects. **Role Description** **Main Accountabilities** + Attends Client Kickoff, reviews and participates in client Discovery conversations, and attends handoff from sales to manage and set strategy and timelines for all CC aspects for each project + Serves as a Customer Care lead and is the point of contact for all CC related activity during implementation + Accountable for all CC Implementation work packages, which include CC Requirements, Ongoing CC Staffing, CC Training Development, CC Procedural Content, CC tools, and CC Transition to Ongoing + Responsible for assessing / monitoring risk, performing risk management and mitigation plans for each project as needed, and escalating issues accordingly + Responsible for creating and managing to an approved budget for Customer Care within each project, including weekly and/or monthly financial variance analysis and reporting to team Key Responsibilities + Leads the overall CC team, ensuring best practices are captured and implemented, training of the team, and the team operates at the highest levels **Key Responsibilities** **·** **Consulting** + Responsible for leading CC Requirements meetings with clients, including managing resolution of open issues and ensuring client signoff by established deadline + Responsible for consulting the client and the integrated team towards client scope of services and CC domain best practices + Responsible for articulating, disseminating, and continuously improving domain knowledge; products and services technology functionality/techniques + Responsible for serving as CC Best Practices SME and providing CC domain expertise with Clients, Third Parties, Shared Services, and the integrated client leadership team + Drives key business initiatives to promote operational and client success within the business + Coaches CC implementation team + Execution + Partner with external and/or internal business partners to achieve tactical milestones and implement CC infrastructure for the project + Lead cross-functional CC status meetings with key internal business partners and work package owners + Facilitate Ongoing CC Staffing discussions that integrate implementation and ongoing resources to promote accurate and informed decisions for ongoing CC staffing based on overall progress during the implementation + Coordinates and finalizes tasks on CC critical path + Understand and educate on impacts to the customer experience while delivering project on time, with quality and on budget + Ensures the CC team is executing to the highest level across clients **·** **Partnership** + Responsible for executing CC transition plan to ensure seamless transition from Implementation to ongoing CC managers and CC leadership + Responsible for coordinating live day support and preparation, in addition to coaching ongoing CC managers on execution of live day support plan + Responsible for communicating impact analysis and metrics through Pre‑live and post‑live day reporting with extended leadership + Promote and coach others in a team‑oriented, collaborative environment **Formal Education and Certification** Bachelor’s degree or equivalent work experience required **Knowledge and Experience** + CC domain experience, including experience leading a team + Ability to oversee concurrent or high complexity projects + Strong client consulting skills Strong Project Management background and experience + Demonstrate subject matter expertise in multiple service domains, in addition to CC domain + Experience as a people manager and/or strong coaching/mentoring background + Demonstrate expertise with CC delivery model and domain best practices + Understand basic regulatory and legislative laws + Proven problem solving and decision-making skills + Highly self-motivated and directed with the ability to exercise independent judgment and take action + Excellent listening, interpersonal, written, and oral communication skills + Ability to manage multiple projects, priorities, and deliverables at the same time without compromising quality + Proven influencing and negotiating skills + Knowledge of PMI methodology + Financial experience working with project budgets and exhibits the ability to monitor variance and drive results + Strong knowledge of Microsoft Excel, Microsoft Word, Microsoft PowerPoint **Work Conditions** + Depending on project phase, occasional evening and weekend work to meet deadlines + Frequent computer use at workstations up to two hours at a time or for extended periods of time **Benefits** We offer programs and plans for a healthy mind, body, wallet and life because it’s important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options. By applying for a position with Strada, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Strada’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. **Our commitment to Diversity and Inclusion** Strada is committed to diversity, equity, and 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 Strada, 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. **Diversity Policy Statement** Strada 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 and advance in the employment of qualified minorities, women, disabled persons, disabled veterans and other covered veterans. Strada 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 a reasonable accommodation/modification by contacting his/her 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 Strada. 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 Strada business units. We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization. Salary Pay Range Minimum : 102,400 USD Maximum : 162,600 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: https://bit.ly/Alight\_Benefits **DISCLAIMER:** Nothing 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 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.