Customer Service Project Manager CSPM 26-05038

Job Title: Customer Service Project Manager
Reports To: Senior Program Manager
Department: Guest Services / Customer Care (Digital)
Duration: 6 Months (Contract)
Location: Bolingbrook IL (Hybrid)

Position Summary

We are seeking an experienced contractor to establish and operationalize the intake and orchestration function within a Guest Services organization. This role will act as the central entry point for all incoming initiatives ensuring work across AI product operations and process improvement is properly captured structured prioritized and tracked through execution.

The ideal candidate will quickly integrate into the environment operate independently and build a scalable framework that enhances visibility alignment and accountability across workflows.

Core Responsibilities

• Serve as the centralized intake point for all Guest Services initiatives ensuring visibility and tracking of incoming work across all focus areas.
• Define and implement intake standards to ensure requests are clearly scoped structured and actionable.
• Develop and maintain frameworks for effort sizing ROI evaluation and prioritization.
• Partner with cross-functional teams including AI Product Engineering Workforce Management Training Operations and external partners.
• Drive alignment ownership and stakeholder commitment before and during project execution.
• Build and maintain a consolidated roadmap that reflects priorities dependencies capacity and committed deliverables.
• Prepare and manage executive-level roadmap reporting and status updates.
• Monitor progress proactively remove blockers and ensure consistent forward momentum across initiatives.
• Lead Guest Services process improvement and technology implementation projects from kickoff through delivery.

Required Qualifications

• 6 years of program or project management experience within customer support contact center or service operations environments.
• Proven experience building or implementing intake processes PMO structures or operational models from the ground up.
• Strong ability to bring structure to ambiguous environments and manage multiple concurrent priorities.
• Demonstrated success driving cross-functional alignment accountability and execution.
• Experience developing prioritization frameworks effort sizing models and ROI-based decision-making approaches.
• Excellent organizational and communication skills with a focus on transparency and execution.
• Experience with AI automation or digital support initiatives is a plus.
• Ability to work independently ramp up quickly and deliver with minimal oversight.

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About Navitas Healthcare LLC: It is a certified WBENC and one of the fastest-growing healthcare staffing firms in the US providing Medical Clinical and Non-Clinical services to numerous hospitals. We offer the most competitive pay for every position we cater. We understand this is a partnership. You will not be blindsided and your salary will be discussed upfront.