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IDR is seeking a Guest Services Project Manager to join one of our top clients for a hybrid opportunity in Bolingbrook, IL. This role is ideal for an experienced project management professional with a background in customer support or service operations. The organization focuses on enhancing operational efficiency through cross-functional initiatives, leveraging technology and process improvements.
Position Overview for the Guest Services Project Manager:
- Serve as the central intake point for Guest Services initiatives, ensuring all incoming work is captured, logged, and visible across focus areas.
- Establish and operationalize intake standards to ensure 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 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.
Requirements for the Guest Services Project Manager:
- 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.
What's in it for you?
- Competitive compensation package
- Full Benefits; Medical, Vision, Dental, and more!
- Opportunity to get in with an industry leading organization.
Why IDR?
- 25+ Years of Proven Industry Experience in 4 major markets
- Employee Stock Ownership Program
- Dedicated Engagement Manager who is committed to you and your success.
- Medical, Dental, Vision, and Life Insurance
- ClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row.