Program Manager

This range is provided by Brooksource. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$80.00/hr - $90.00/hr

Program Manager

6–12-month contract with likely extension

Hybrid – 3 days on-site Northbrook, IL (Tues-Thurs)

This role exists to lead the design, launch, and adoption of a new customer-facing chatbot channel within a complex enterprise environment. The Program Manager will oversee a first-of-its-kind initiative that introduces a new self-service communication layer for both B2B and B2C customers, requiring close coordination across IT, customer service, commercial, and digital teams.

This position requires a seasoned IT Program Manager who has previously led chatbot or digital self-service initiatives from early definition through rollout and stabilization. Success in this role depends on strong leadership presence, the ability to guide organizations that are early in their chatbot maturity, and the confidence to identify risks, gaps, and lessons learned before they become issues.

• Lead a complex, cross-functional IT program to design, build, test, deploy, and operationalize a new chatbot channel, including initial scoping and refinement of requirements.
• Act as a program-level leader and advisor, identifying risks, dependencies, and change impacts associated with introducing a new customer service channel.
• Partner with IT, customer service, sales, marketing, and digital teams to align technical delivery with business readiness and adoption.
• Establish and manage program plans, staffing models, timelines, and milestones across multiple work streams.
• Drive executive-level communication, including concise status reporting, risk escalation, and decision support.
• Manage vendor partners supporting chatbot development, integration, and deployment, ensuring effective knowledge transfer and documentation.
• Oversee organizational change management activities, including stakeholder engagement, communications, and training coordination.
• Monitor program financials, ensuring spend aligns with budget and delivers expected business value.
• Facilitate effective program governance, including meetings, RAID management, and cross-team coordination.
• Ensure delivery meets quality, timeline, and customer experience objectives.

• Bachelor’s degree in a technical or business-related field preferred
• PMP or equivalent program management certification strongly preferred

• 8+ years of experience in IT project and program management
• 5+ years leading transformational or net-new digital initiatives
• Demonstrated experience leading customer-facing chatbot or self-service platform implementations
• Experience operating in matrixed, stakeholder-heavy enterprise environments
• Strong background in organizational change management and executive communication
• Experience using Agile, hybrid, or Scrum delivery approaches
• Proficiency with tools such as Jira, Confluence, Miro, Smartsheet, or similar

• Multiple chatbot implementations across different organizations
• Experience supporting both B2B and B2C customer models
• Prior work in regulated or highly governed environments

Mid-Senior level

Contract

Information Technology, Business Development, and Project Management

Medical Equipment Manufacturing

• Medical insurance
• Vision insurance