What are the responsibilities and job description for the Hospitality Operations Project Manager position at Navitas Partners, LLC?
Title:Guest Services Program Manager
Location: Bolingbrook, IL (Hybrid)
Duration: 6 Months
Reports To: Senior Program Manager
Department: Guest Services / Customer Care (Digital)
We are seeking an experienced Guest Services Program Manager to establish and operationalize the intake and orchestration function within Guest Services. This role will act as the central entry point for all incoming work across AI, product, operations, and process improvement initiatives.
The ideal candidate will quickly step in, operate independently, and build a scalable model that ensures visibility, alignment, and accountability across all workstreams. This individual will also lead cross-functional initiatives from planning through execution.
Core Responsibilities
- Serve as the central intake point for all Guest Services initiatives, ensuring visibility and proper tracking of incoming work
- Define and implement intake standards to ensure requests are well-scoped, structured, and actionable
- Develop frameworks for work sizing, ROI evaluation, and prioritization
- Partner with cross-functional teams including AI, Product, Engineering, Workforce Management (WFM), Training, Operations, and BPO partners
- Drive stakeholder alignment, ownership, and commitment throughout project lifecycles
- Build and maintain a consolidated Guest Services roadmap, including priorities, dependencies, and capacity planning
- Create executive-level reporting and roadmap updates
- Track progress, identify risks, and proactively remove blockers
- Lead process improvement and technology implementation projects from kickoff through delivery
- Support additional Guest Services initiatives as needed
Required Qualifications
- 6 years of program management experience in customer support, contact center, or service operations environments
- Proven experience building or scaling intake, orchestration, PMO, or operating models
- Strong ability to structure and manage work in ambiguous, fast-paced environments
- Demonstrated success driving alignment and execution across cross-functional teams
- Experience developing prioritization frameworks, sizing methodologies, and ROI models
- Excellent organizational, communication, and stakeholder management skills
- Ability to work independently with minimal supervision and deliver results quickly
Preferred Qualifications
- Experience with AI, automation, or digital customer support initiatives
- Background in process optimization or transformation programs