Guest Services Program Manager - Hybrid in Bolingbrook, IL

Guest Services Program Manager - Hybrid in Bolingbrook, IL Capital Staffing Solutions - 3.8 Bolingbrook, IL Job Details Full-time | Contract $40 - $50 an hour 1 day ago Benefits Health insurance Dental insurance 401(k) Vision insurance Qualifications Stakeholder engagement Program management ROI Change management Customer support AI Cross-functional collaboration Cross-functional team management Call center management Cross-functional communication Stakeholder management Full Job Description

JOB DETAILS

Title:

Guest Services Project Manager Location:

Hybrid in Bolingbrook, IL. Onsite 6x/month

Hours:

M-F, 8-5

Duration:

6 month contract

Pay:

Negotiable based on experience

CORE JOB RESPONSIBILITIES

Serve as the central intake point for 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. #AJ1

Pay:

$40.00 - $50.00 per hour

Benefits:

401(k) Dental insurance Health insurance Vision insurance

Work Location:

In person