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Guest Services Project Manager

Iconma

Bolingbrook, IL

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JOB DETAILS
LOCATION
Bolingbrook, IL
POSTED
7 days ago
Our client, is a Retail Cosmetics company, is looking for a Guest Services Project Manager for their Bolingbrook, IL/ Hybrid location.
 
Responsibilities:
  • This role will serve as the front door to the organization, ensuring incoming work across AI, product, operations, and process improvement is captured, structured, sized, prioritized, and tracked through execution.
  • Additionally, this role will serve as the lead project manager to launch cross-functional Guest Services initiatives.
  • The expectation is that this person can step in quickly, operate independently, and build a scalable model that brings visibility, alignment, and accountability to how work enters and moves through Guest Services.
  • This role will serve as the front door to the organization, ensuring incoming work across AI, product, operations, and process improvement is captured, structured, sized, prioritized, and tracked through execution. Additionally, this role will serve as the lead project manager to launch cross-functional Guest Services initiatives. 
  • The expectation is that this person can step in quickly, operate independently, and build a scalable model that brings visibility, alignment, and accountability to how work enters and moves through Guest Services.
  • Serve as the central intake point for Guest Services initiatives, ensuring all incoming work is captured, logged, and visible regardless of focus area.
  • Establish and operationalize intake standards so 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 the 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.
  • Build and maintain a consolidated Guest Services roadmap that reflects priorities, dependencies, capacity, and committed work.
  • Create and maintain roadmap tracking for executive-level share-outs.
  • Track progress, remove blockers, and ensure initiatives move forward without unnecessary friction or reactive follow-up.
  • Manage various Guest Service process change or technology implementation projects from Kickoff to Implementation while contributing to others.
 
Requirements:
  • We are seeking an experienced contractor to stand up and operationalize the intake and orchestration function for Guest Services.
  • 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.
  • Strong organizational and communication skills, with the ability to keep work visible, structured, and moving.
  • Experience working with AI, automation, or digital support initiatives is a plus.
  • Ability to step in quickly, operate independently, and deliver with minimal direction.
  • Strong organizational and communication skills
  • Experience working with AI, automation, or digital support initiatives is a plus
 
Why Should You Apply?
  • Health Benefits
  • Referral Program
  • Excellent growth and advancement opportunities
 
ICONMA is an Equal Opportunity Employer. All qualified applicants will receive considerationfor employment without regard to any status protected by applicable law.

About the Company

I

Iconma

ICONMA is a global information consulting management firm providing Professional Staffing Services and Project-Based Solutions for organizations in a broad range of industries.

  • Corporate Headquarters in Troy, Michigan; 20+ locations worldwide.
  • Certified Woman-Owned Business Enterprise (WBE); certified by Women’s Business Enterprise National Council, National Women Business Owners Corporation (NWBOC); and California Public Utilities Commission (CPUC).
  • Founded in 2000
  • 2000+ Employees

The company was founded on the principle that success is derived from delivering high quality service and resources in the most responsive, flexible, and innovative way. ICONMA invests in people and resources with a single goal: To provide our customers with the highest quality service in the most responsive manner. Through its network of offices, ICONMA provides the resources to help clients maintain their competitive advantage.

COMPANY SIZE
2,000 to 2,499 employees
INDUSTRY
Management Consulting Services
EMPLOYEE BENEFITS
401K, Employee Referral Program, Life Insurance
FOUNDED
2000
WEBSITE
https://www.iconma.com/

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