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
Senior PMO Manager • Saginaw, Michigan, United States
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