Guest Services Project Manager 26-05038

Job Title: Guest Services Project Manager

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

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