Guest Services Project Manager (Hybrid)

Location: Bolingbrook, IllinoisJob Type: ContractCompensation Range: $43 - 48 per hourStep into a pivotal role where you will build and lead the "front door" for innovation and operations at a premier retail leader! This is a unique opportunity to design a scalable intake model from the ground up while driving high-impact AI and digital initiatives. If you are a seasoned program manager who thrives on bringing structure to ambiguity and leading cross-functional teams to success, we want to hear from you!Responsibilities: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. Qualifications: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.JOBID: 052026-131958Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.At Cella, a randstad digital company, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Cella by randstad digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).This posting is open for thirty (30) days.