Summary:
This is a hands-on Project/Program Manager role supporting a Conversational AI initiative focused on customer service call deflection for high-volume, routine customer inquiries. The PM will work within a lean team of 4–5 core members, alongside vendor partners and internal eCommerce development resources. Because of the small team size, the person will be expected to contribute directly within Jira and Confluence rather than serve solely in a leadership capacity. The BA on the team will likely perform both BA and Scrum Master responsibilities.
The solution is currently being rolled out for B2C customers, with close partnership between Customer Service and eCommerce teams. The project has already completed vendor selection and is currently in the contracting phase, with technical design beginning soon based on five defined customer intents and customer journey documentation.
Key Requirements
- Strong Project/Program Management background with vendor management experience
- Deep expertise in Conversational AI
- Experience with Contact Centers, Customer Service platforms, or digital customer experience transformations
- Strong executive communication, presentation, and stakeholder management skills
- Collaborative, adaptable, and naturally curious approach
Pay: $65.00 per hour
Benefits:
- Dental insurance
- Flexible schedule
- Health insurance
- Vision insurance
Work Location: Hybrid remote in Northfield, IL 60093
