Senior PMO ManagerJob Level: W2T Consultant
Job Location: Hybrid- Tuesday to Thursday in Northbrook
Travel Expectations: No Travel
Job Classification: Temporary (W2T)
In this role, you will: - Lead end-to-end delivery of an AI Customer Service Chat Bot implementation.
- Drive program governance, planning, execution, risk management, and executive communications.
with Customer Service, Operations, IT, Digital, and Leadership teams to execute the transformation roadmap. - Oversee integration efforts across Dynamics 365, Genesys, and related platforms.
- Develop business readiness, adoption, training, and change management strategies.
- Establish KPIs and success metrics focused on customer experience and operational performance.
- Manage cross-functional teams, vendors, and executive stakeholders.
- Lead multiple releases, enhancements, and ongoing transformation initiatives.
Who You Are: - 10+ years of Program Management experience leading large-scale business and technology transformation programs.
- Proven experience delivering AI-enabled customer service solutions, including Chat Bots, Conversational AI, Virtual Assistants, or Customer Self-Service platforms.
- Strong experience leading Contact Center transformations and customer service modernization initiatives.
- Experience implementing or enhancing IVR (Interactive Voice Response) solutions and customer journey design.
- Demonstrated success leading Organizational Change Management (OCM) initiatives, including stakeholder engagement, communications, training, and adoption.
- Proven track record leading enterprise-wide business transformation programs.
- Strong executive presence with exceptional communication and stakeholder management skills.
- Experience redesigning business processes and operating models to deliver measurable business outcomes.
- Experience with Microsoft Dynamics 365 Customer Service.
- Experience with Genesys Cloud or Genesys Contact Center solutions.
- Experience leading large cross-functional teams and vendor ecosystems.
- Experience supporting digital transformation, customer experience, automation, and AI initiatives.
- Lean Six Sigma or process improvement experience is a plus.
Total Rewards:We proudly offer competitive compensation, and a comprehensive and well-rounded benefits package for full-time employees that have been designed to nourish your well-being. Benefits offered include health, dental & vision coverage, 401(k) with company match, life insurance, self-managed PTO, paid holidays, parental leave, and other unique incentives that celebrate your accomplishments. We also offer access to many voluntary benefits such as Flexible Spending Accounts, Critical Illness, Hospital Indemnity, Legal Services, as well as discounts on home, auto and pet insurance
- Remote and Hybrid Work
- Time Off When You Need It
- Benefits That Flex
- Professional Development
While benefits eligibility may vary for roles that are non full-time, we provide unique opportunities for growth, skill development, and more. Regardless of your role, you'll be part of a collaborative environment where every team member contributes to our shared success.
