Guest Services Project Manager

For further inquiries regarding the following opportunity please contact one of our Talent Specialists Amit at or Vijay at

Title: Guest Services Project Manager
Location: Bolingbrook IL
Duration: 6 Months

Only W2 candidates are eligible for this position. Third-party or C2C candidates will not be considered

Description:

OUR STORY:

Discover greater levels of performance. With over 1400 stores throughout the U.S. and an innovative omni-channel ecosystem client is revolutionizing the beauty retail experience. Client is expanding its digital capabilities opening new stores on a continual basis and re-designing existing locations with the latest design and technological advancements for heightened guest experiences. Were not just growing; were thriving through consistent innovation and a bold commitment to re-imagination. If you want the opportunity to build something strategic to take ownership of your career trajectory to apply your passion to operational excellence client provides the kind of stability and support few organizations can match. So be curious. Be flexible. Be more than you thought possible. The future is yours at client.

POSITION SUMMARY:

We are seeking an experienced contractor to stand up and operationalize the intake and orchestration function for Guest Services. This role will serve as the front door to the organization ensuring incoming work across AI product operations and process improvement is captured structured sized prioritized and tracked through execution. Additionally this role will serve as the lead project manager to launch cross-functional Guest Services initiatives.

The expectation is that this person can step in quickly operate independently and build a scalable model that brings visibility alignment and accountability to how work enters and moves through Guest Services.

CORE JOB RESPONSIBILITIES:

• Serve as the central intake point for Guest Services initiatives ensuring all incoming work is captured logged and visible regardless of focus area.

• Establish and operationalize intake standards so requests are clearly defined appropriately scoped and actionable.

• Develop and maintain a consistent approach to sizing work evaluating ROI and supporting prioritization decisions.

• Identify and engage the appropriate points of contact across teams including AI product engineering WFM training operations and BPO partners.

• Drive alignment ownership and commitment across stakeholders before work begins and as priorities shift.

• Build and maintain a consolidated Guest Services roadmap that reflects priorities dependencies capacity and committed work.

• Create and maintain roadmap tracking for executive-level share-outs.

• Track progress remove blockers and ensure initiatives move forward without unnecessary friction or reactive follow-up.

• Manage various Guest Service process change or technology implementation projects from Kickoff to Implementation while contributing to others.

REQUIREMENTS FOR CONSIDERATION:

• 6 years of experience in program management in a customer support contact center or service operations environment.

• Demonstrated experience building or standing up intake orchestration PMO or operating models from the ground up.

• Strong ability to bring structure to ambiguous environments and manage multiple competing priorities at once.

• Proven ability to drive alignment accountability and execution across cross-functional stakeholders.

• Experience developing prioritization frameworks sizing approaches or ROI methodologies to support decision-making.

• Strong organizational and communication skills with the ability to keep work visible structured and moving.

• Experience working with AI automation or digital support initiatives is a plus.

• Ability to step in quickly operate independently and deliver with minimal direction.

About us: DivIHN the IT Asset Performance Services organization provides Professional Consulting Custom Projects and Professional Resource Augmentation services to clients in the Mid-West and beyond. The strategic characteristics of the organization are Standardization Specialization and Collaboration. DivIHN is an equal opportunity employer. DivIHN does not and shall not discriminate against any employee or qualified applicant on the basis of race color religion (creed) gender gender expression age national origin (ancestry) disability marital status sexual orientation or military status.