Senior Information Technology Project Manager

Senior IT Project Manager – Customer Experience / Chatbot Initiative

Location: Hybrid – North Suburbs of Chicago (onsite Tuesday–Thursday)

Employment type: Contract (initial 6 months, strong likelihood of extension)

Pay Range: $70.00/hr – $80.00/hr

We’re partnering with a large, nationally recognized healthcare and distribution organization to support a high-visibility customer experience transformation initiative. This team is introducing a new chatbot/web chat support channel across multiple customer-facing platforms as part of a broader push toward self‑service and digital modernization.

This is a senior‑level IT Project Manager opportunity – ideal for someone who has led enterprise, cross‑functional initiatives and thrives in environments with executive visibility.

About the Role

This Project Manager will own end‑to‑end delivery of a new chatbot platform that integrates with existing customer service systems. The role is heavily focused on orchestration, execution, and stakeholder alignment rather than hands‑on development. You’ll partner closely with architecture, security, e‑commerce, customer service, and business leadership to deliver Phase 1 of the solution, with a clear roadmap into future phases.

Key Responsibilities

• Lead IT execution of a customer‑facing chatbot initiative
• Drive project planning, roadmap development, and delivery across multiple teams
• Coordinate with:
  • E‑commerce platform teams
  • Customer service and contact center stakeholders
  • Security, infrastructure, and platform teams
• Support chatbot platform evaluation, vendor coordination, and integration planning
• Manage dependencies, risks, timelines, and cross‑team deliverables
• Operate in a blended Waterfall / Agile environment
• Provide clear communication and reporting to senior leadership and VPs

What We’re Looking For

Required

• 6–8+ years of IT Project Management experience
• Proven success leading large, cross‑functional enterprise initiatives
• Strong understanding of project governance, planning, and execution
• Experience working closely with architecture, security, and platform teams
• Ability to challenge assumptions, identify gaps, and drive accountability
• Comfortable operating in high‑visibility, fast‑moving environments

Nice to Have

• Experience implementing chatbots, customer service platforms, or self‑service solutions
• Exposure to contact center technologies (e.g., Genesys, Dynamics 365, similar)
• Familiarity with AI‑enabled solutions or digital customer experience initiatives
• Healthcare, e‑commerce, or large enterprise background

Why This Role?

• High-impact, executive‑visible initiative
• Opportunity to help shape a multi‑year digital transformation
• Strong partnership with architecture and leadership teams
• Not a status PM role — true ownership and influence

Additional Details

Start Timing: January / early February

Work Authorization: Must be authorized to work in the U.S.

Referrals: Referrals increase your chances of interviewing at Brooksource by 2x.