Senior PMO Manager
About the role
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.
Responsibilities
- 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.
Requirements
- 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.
- Leverage Lean Six Sigma or process improvement experience (a plus).
Qualifications
- Master’s degree in Business Administration, Information Systems, Computer Science, or related field.
- Professional certifications in Project Management, such as PMP, PMI-ACP, or similar.
- Experience with Agile methodologies and tools.
- Knowledge of CRM systems like Salesforce, Oracle, or SAP.
- Experience with data analytics and reporting tools.
Skills
- Strong leadership and project management skills.
- Excellent communication and stakeholder management abilities.
- Ability to manage complex projects with multiple stakeholders.
- Experience with AI and machine learning technologies.
- Strong analytical and problem-solving skills.
- Ability to develop and implement change management strategies.
- Experience with customer relationship management (CRM) systems.
- Experience with cloud-based platforms and services.
Benefits
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.
Pay
Competitive compensation based on experience and qualifications.
Schedule
Hybrid- Tuesday to Thursday in Northbrook. No travel expectations.