Senior PMO Manager

Job Summary

Leading the implementation of an AI Customer Service Chat Bot, the full-time Senior PMO Manager will drive program governance, manage cross-functional teams, and oversee integration efforts in a hybrid work environment, requiring in-office presence Tuesday to Thursday in Northbrook.

Key responsibilities

• Lead end-to-end delivery of AI-enabled customer service solutions and manage ongoing transformation initiatives
• Drive program governance, planning, execution, and risk management while establishing KPIs focused on customer experience
• Oversee integration efforts across Dynamics 365, Genesys, and related platforms, collaborating with various internal teams

Required qualifications

• 10+ years of Program Management experience with large-scale business and technology transformation programs
• Proven experience delivering AI-enabled customer service solutions, including Chat Bots and Conversational AI
• Strong experience in Contact Center transformations and customer service modernization initiatives
• Experience with Microsoft Dynamics 365 Customer Service and Genesys Cloud or Contact Center solutions
• Demonstrated success in leading Organizational Change Management initiatives and stakeholder engagement