Service Delivery Manager Guest Services (Customer Care Operations) 26-05038

Job Title: Service Delivery Manager - Guest Services (Customer Care Operations)

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

Position Summary

We are seeking an experienced Guest Services Program Manager to establish and operationalize the intake and orchestration function within Guest Services. This role will act as the central entry point for all incoming work across AI product operations and process improvement initiatives.

The ideal candidate will quickly step in operate independently and build a scalable model that ensures visibility alignment and accountability across all workstreams. This individual will also lead cross-functional initiatives from planning through execution.

Core Responsibilities

• Serve as the central intake point for all Guest Services initiatives ensuring visibility and proper tracking of incoming work
• Define and implement intake standards to ensure requests are well-scoped structured and actionable
• Develop frameworks for work sizing ROI evaluation and prioritization
• Partner with cross-functional teams including AI Product Engineering Workforce Management (WFM) Training Operations and BPO partners
• Drive stakeholder alignment ownership and commitment throughout project lifecycles
• Build and maintain a consolidated Guest Services roadmap including priorities dependencies and capacity planning
• Create executive-level reporting and roadmap updates
• Track progress identify risks and proactively remove blockers
• Lead process improvement and technology implementation projects from kickoff through delivery
• Support additional Guest Services initiatives as needed

Required Qualifications

• 6 years of program management experience in customer support contact center or service operations environments
• Proven experience building or scaling intake orchestration PMO or operating models
• Strong ability to structure and manage work in ambiguous fast-paced environments
• Demonstrated success driving alignment and execution across cross-functional teams
• Experience developing prioritization frameworks sizing methodologies and ROI models
• Excellent organizational communication and stakeholder management skills
• Ability to work independently with minimal supervision and deliver results quickly

Preferred Qualifications

• Experience with AI automation or digital customer support initiatives
• Background in process optimization or transformation programs

For more details reach at or Call / Text at .

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.