Customer Service Project Manager - CSPM 26-05038

Location: Bolingbrook, IL (Hybrid)

Position Summary

We are seeking an experienced contractor to establish and operationalize the intake and orchestration function within a Guest Services organization. This role will act as the central entry point for all incoming initiatives, ensuring work across AI, product, operations, and process improvement is properly captured, structured, prioritized, and tracked through execution.

The ideal candidate will quickly integrate into the environment, operate independently, and build a scalable framework that enhances visibility, alignment, and accountability across workflows.

• Serve as the centralized intake point for all Guest Services initiatives, ensuring visibility and tracking of incoming work across all focus areas.
• Define and implement intake standards to ensure requests are clearly scoped, structured, and actionable.
• Develop and maintain frameworks for effort sizing, ROI evaluation, and prioritization.
• Partner with cross-functional teams including AI, Product, Engineering, Workforce Management, Training, Operations, and external partners.
• Drive alignment, ownership, and stakeholder commitment before and during project execution.
• Build and maintain a consolidated roadmap that reflects priorities, dependencies, capacity, and committed deliverables.
• Prepare and manage executive-level roadmap reporting and status updates.
• Monitor progress, proactively remove blockers, and ensure consistent forward momentum across initiatives.
• Lead Guest Services process improvement and technology implementation projects from kickoff through delivery.

• 6+ years of program or project management experience within customer support, contact center, or service operations environments.
• Proven experience building or implementing intake processes, PMO structures, or operational models from the ground up.
• Strong ability to bring structure to ambiguous environments and manage multiple concurrent priorities.
• Demonstrated success driving cross-functional alignment, accountability, and execution.
• Experience developing prioritization frameworks, effort sizing models, and ROI-based decision-making approaches.
• Excellent organizational and communication skills with a focus on transparency and execution.
• Experience with AI, automation, or digital support initiatives is a plus.
• Ability to work independently, ramp up quickly, and deliver with minimal oversight.

For more details reach at vgill@navitassols.com or Call / Text at 516-862-1203.

We understand this is a partnership. You will not be blindsided and your salary will be discussed upfront.