GUEST SERVICES PROJECT MANAGER

Location: Bolingbrook, Illinois

Job Type: Contract

Compensation Range: $43 - 48 per hour


Step into a pivotal role where you will build and lead the "front door" for innovation and operations at a premier retail leader! This is a unique opportunity to design a scalable intake model from the ground up while driving high-impact AI and digital initiatives. If you are a seasoned program manager who thrives on bringing structure to ambiguity and leading cross-functional teams to success, we want to hear from you!



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.

Qualifications:

• 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.
  

JOBID: 052026-131958
#LI-CELLA
#LI-AV1


Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.


At Cella, a randstad digital company, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [email protected].


Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Cella by randstad digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).


This posting is open for thirty (30) days.