IT Program Manager - Customer Service Transformation | Chicago, IL suburbs (Hybrid)

• Lead a large, complex IT program encompassing scope definition, planning, resourcing, risk and issue management, status reporting, and day-to-day oversight.
• Drive alignment across highly matrixed business functions including Ecommerce, Sales & Marketing, Finance, Legal, and HR, each with independent priorities.
• Partner closely with architects and technical leads to shape and deliver digital self-service and chatbot solutions (B2B and/or B2C).
• Establish detailed work plans, staffing models, and phased delivery plans aligned to program milestones.
• Identify future resource needs, including analysts, developers, and third-party partners, and support onboarding as the program scales.
• Plan and facilitate effective program meetings; own agendas, documentation, action items, RAID logs, and follow-ups.
• Manage program financials, tracking spend and forecasts against approved budgets.
• Proactively manage escalations and resolve issues, negotiating with executives and sponsors to ensure timely delivery and maximum business value.
• Lead organizational change management activities, including communications, training, and adoption planning.
• Deliver clear, concise executive-level updates to program sponsors, steering committees, and senior leadership.
• Oversee vendor and third-party partner performance, ensuring strong documentation, knowledge transfer, and transition to internal teams.
• Promote a culture of accountability, transparency, and continuous improvement with a strong focus on customer experience.

• Bachelor's degree in a technical or business-related field preferred
• PMP certification preferred

Experience

• 6 10+ years of IT Program or Senior Project Management leadership experience
• Proven experience leading customer service or digital support transformation initiatives
• Experience delivering browser-based self-service tools, chatbot solutions, and/or AI-driven customer support platforms
• Strong background managing cross-functional, enterprise-scale programs with executive visibility
• Demonstrated ability to influence, challenge, and align senior stakeholders
• Nice to Have
• Experience with AI, chatbot platforms, or generative AI solutions (e.g., conversational AI, digital assistants)
• Agile, Scrum, or hybrid delivery experience (formal certification not required)
• Tools & Platforms
• Experience using Jira, Miro, Confluence, Smartsheet, or similar program management and collaboration tools

Jones Lang LaSalle + Chicago, IL + $100,000-105,000 per year JLL empowers you to shape a brighter way. Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology fo…