Senior Program Manager
Northbrook, IL, 60062
Apply now: Senior Project Manager, location is Northbrook, IL. The start date is July 13th for this 6-month contract position with potential extension into 2027.
Job Title: Senior Project/Program Manager
Location-Type: Hybrid (3 days a week onsite in Northbrook, IL)
Start Date Is: July 13th, 2026
Duration: 6-Month Contract (through EOY, potential extension into 2027)
Compensation Range: $75-$95/hr
Benefits: Eligible for Health, Dental, Vision, 401K
Must be authorized to work in the U.S. This position is not eligible for sponsorship.
Job Description:
- The client is seeking a Senior Program Manager to lead the implementation of an AI-powered customer service chatbot initiative. This highly visible business transformation project will introduce a new communication channel and requires a strong leader who can drive roadmap development, stakeholder alignment, organizational change management, vendor coordination, and successful user adoption.
Day-to-Day Responsibilities:
- Lead end-to-end delivery of an AI-powered customer service chatbot implementation
- Drive roadmap planning, project execution, timeline management, and stakeholder communication
- Partner with business leaders, customer service teams, technical teams, vendors, and executive stakeholders
- Support organizational change management efforts and drive user adoption of the new communication channel
- Collaborate with internal developers, Solution Architects, and Business Analysts throughout the project lifecycle
- Ensure AI models are trained with quality data and aligned to business objectives
- Monitor implementation progress and ensure successful delivery of project milestones
- Create executive-level presentations and project updates using PowerPoint
- Manage project plans, risks, dependencies, and resource coordination
- Facilitate Agile ceremonies as needed (approximately 5-10% Scrum Master responsibilities)
- Utilize Jira and project management tools to track work and maintain project visibility
- Coordinate with customer service teams to ensure the solution delivers an exceptional customer experience
- Support implementation and go-live activities
Minimum Requirements:
- 8 years of Project Management experience leading enterprise technology initiatives
- Prior experience leading a customer service AI chatbot implementation from inception through deployment
- Experience managing 0-to-1 transformational projects involving new customer communication channels
- Strong stakeholder management and executive communication skills
- Experience building project roadmaps and driving organizational adoption of new technologies
- Experience working with third-party software vendors and implementation partners
- Strong knowledge of Agile methodologies and Scrum practices
- Hands-on experience with Jira and project management tools
- Experience working within regulated environments requiring HIPAA, compliance, privacy, or regulatory considerations
- Strong organizational change management experience
- Ability to adapt quickly, think on your feet, and navigate evolving project requirements
- Excellent communication, presentation, and interpersonal skills
Preferred Qualifications:
- Experience implementing AI-powered customer service, conversational AI, or chatbot solutions
- Experience integrating customer-facing technologies with eCommerce or customer service platforms
- Scrum Master certification or experience supporting Agile delivery teams
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