Contact Center Project Manager

Location
Bolingbrook,IL

Description

We are seeking an experienced contractor to stand up and operationalize the intake and orchestration function for our premier client's Contact Center/Guest Services team. 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 Contact Center initiatives. The role is hybrid with 3 days/week onsite in Bolingbrook, IL

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 Contact Center/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.