Location: Bolingbrook, IL (Hybrid) Job Duration: 6 Months
Job Summary:
We are seeking an experienced Project Manager to establish and operationalize the intake and orchestration function within Guest Services. This role will act as the central point for managing incoming initiatives across AI, product, operations, and process improvement, ensuring structured intake, prioritization, and execution. The ideal candidate will be highly autonomous, capable of building scalable processes, and skilled in driving alignment across cross-functional teams.
Key Responsibilities:
Serve as the central intake point for all Guest Services initiatives
Capture, structure, and track incoming work across multiple domains
Define and implement intake standards for clear scoping and execution
Develop frameworks for prioritization, work sizing, and ROI evaluation
Collaborate with cross-functional teams including AI, product, engineering, operations, and external partners
Build and maintain a consolidated roadmap reflecting priorities, dependencies, and capacity
Provide executive-level reporting and visibility into project progress
Drive alignment, ownership, and accountability across stakeholders
Identify and remove blockers to ensure smooth execution
Lead end-to-end project management for process improvements and technology implementations
Required Qualifications:
6+ years of program/project management experience in customer support, contact center, or service operations
Proven experience building intake/orchestration models, PMO frameworks, or operating structures from scratch
Strong ability to manage ambiguity and multiple competing priorities
Demonstrated success in cross-functional stakeholder management
Experience developing prioritization frameworks and ROI methodologies
Excellent organizational, communication, and problem-solving skills
Ability to work independently with minimal supervision
Preferred Qualifications:
Experience with AI, automation, or digital customer support initiatives
Background in process optimization and operational transformation