Program Manager IV

Position: Program Manager IV - Airlines
Location: Chicago, Illinois
Duration: Contract
Job ID: 174627

Job Overview:
The Program Manager IV will play a pivotal role in transforming customer engagement through a unified AI-powered omnichannel servicing ecosystem. This position focuses on modernizing customer interactions across digital and physical touchpoints, including chat, SMS, RCS, web, voice channels, and physical engagements. The role involves driving conversational automation, enhancing infrastructure, and delivering a consistent, enterprise-grade servicing experience rooted in AI personalization and operational scalability. Collaboration with cross-functional teams and external partners is essential to achieve measurable impacts on containment, NPS, channel shift, automation performance, and operational efficiency.

Responsibilities:

• Lead the strategy and multi-year roadmap for the Omnichannel Servicing Ecosystem.
• Design customer servicing profiles to understand attributes, interactions, and resolution efficacy.
• Develop tiered service delivery funnels for optimal customer support.
• Ensure seamless transitions between messaging, voice, and live agents with personalization.
• Modernize messaging foundations, including conversation threading, CRM associations, and authentication.
• Integrate AI to enhance intent recognition, topic classification, and automate high-volume servicing use cases.
• Design scalable cross-channel capabilities for consistent customer experiences across platforms.
• Partner with internal teams to ensure end-to-end ecosystem integration and readiness for new channel launches.
• Define and monitor KPIs such as automation performance, channel shift, NPS/CSAT, resolution rates, and handle time reduction.

Qualifications:

• Proven experience delivering messaging automation or conversational AI products in regulated environments.
• Strong partnership skills across engineering, design, analytics, and operations.
• Experience with telephony, CRM integrations, API ecosystems, and automation platforms.
• Data-driven decision-making mindset with strong analytics fluency.
• Exceptional executive communication and storytelling skills.
• Deep understanding of omnichannel experience design and AI-driven automation strategies.
• Comfort operating in ambiguity while driving measurable transformation outcomes.
• Preferred: Experience with AI/GenAI conversational platforms and voice automation.

About PTR Global: PTR Global is a leading provider of information technology and workforce solutions. PTR Global has become one of the largest providers in its industry, with over 5000 professionals providing services across the U.S. and Canada. For more information visit www.ptrglobal.com

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Pay Range: $83- $87

The specific compensation for this position will be determined by several factors, including the scope, complexity, and location of the role, as well as the cost of labor in the market; the skills, education, training, credentials, and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits, including medical, dental, vision, and 401K contributions, as well as PTO, sick leave, and other benefits mandated by applicable state or localities where you reside or work.

If you receive a suspicious message, email, or phone call claiming to be from PTR Global do not respond or click on any links. Instead, contact us directly at +1 214-740-2424. To report any concerns, please email us at [email protected]

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