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

- **Company:** Delta System and Software
- **Location:** Chicago, IL, United States
- **Experience:** Expert
- **Salary:** $100,000.0 - $105,000.0
- **Contract:** Temporary to permanent
- **Skills:** Agile Methodology, Artificial Intelligence, Confluence, JIRA, Collaborative Software, RAID, Scrum Methodology, Smartsheet, Chatbots, Generative AI, Interactive Whiteboards
- **Published:** July 8, 2026
- **Apply:** https://www.careerjet.com/jobad/us6dcaf2625a2077d0c17c3b2ca13b6141

## About the Role

* 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

## Description

* 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.


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