Senior Program Manager

Job Title: Senior Project/Program ManagerLocation-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/hrBenefits:

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