16 days old

Project Manager, Voice User Experience

Deerfield, IL
Job Summary
Work with an experienced and dynamic team of usability researchers, user experience designers, analysts, and developers to deliver projects that are part of a larger program designed to create an on-brand, personalized customer service experience for the Walgreens enterprise. Responsible for overseeing requirements, changes, quality, budget, and schedule; and essentially ensuring the delivery of the strategic and business requirements for large scale IVR and Voice User Experience projects.

Job Responsibilities
  • Manages medium to large size projects under limited direction.
  • Establishes and monitors project requirements, priorities, and deadlines. Provides ongoing management of project from inception to completion.
  • Manages a project team that is responsible for management of multiple project plans.
  • Ensures quality and timeliness of project results. Ensures established budget is adhered to based upon project requirements. Identifies opportunities and correction of errors to ensure efficiency and mitigate exposure.
  • Drives resolution of project conflicts. Consults and makes recommendations to senior management.
  • Manages teams who are responsible for multiple projects from inception to completion.
  • Manages activities of assigned project team.
  • Prepares standard and ad hoc management reports and presentations for assigned projects.
  • Communicates project status to team and business owners throughout the duration of the assignment and post implementation to make certain all impacted stakeholders have an understanding of risks, issues and activities. Responsible for effective rollout of future related system enhancements and processes, procedures associated with same.

Walgreens, one of the nation's largest drugstore chains, is included in the Retail Pharmacy USA Division of Walgreens Boots Alliance, Inc., the first global pharmacy-led, health and wellbeing enterprise. More than 10 million customers interact with Walgreens each day in communities across America, using the most convenient, multichannel access to consumer goods and services and trusted, cost-effective pharmacy, health and wellness services and advice. Walgreens operates 8,175 drugstores with a presence in all 50 states, the District of Columbia, Puerto Rico and the U.S. Virgin Islands. Walgreens omnichannel business includes Walgreens.com. Approximately 400 Walgreens stores offer Healthcare Clinic or other provider retail clinic services.

As the neighborhood drugstore and retailer, our goal is to make health and happiness simpler, easier and within reach. And we remain a trusted wellness provider offering convenient access to important health services, such as immunizations and an array of pharmacy services that can help patients improve their health. To our team members, Walgreens represents a unique opportunity to excel in their careers in a welcoming and inclusive environment. We offer the chance to work in a truly supportive environment, and be a part of a progressive organization dedicated to the well-being of our customers, team members and the communities we all call home.

Basic Qualifications

  • BachelorĂ¢€™s Degree and at least 5 years of project management experience, or High School Diploma/GED and at least 8 years of experience with project management.
  • Experience creating voice user experiences for large enterprise.
  • Experience with defining information architecture for caller experiences.
  • Experience with call flow and conversational dialog design for speech recognition interfaces.
  • Experience working on cross-functional teams and indirectly managing teams across business units.
  • Experience establishing & maintaining relationships with individuals at various levels of the organization, such as peers, internal/external stakeholders, business partners, senior level managers.
  • Experience resolving conflicts within a team as issues arise.
  • Intermediate level skill in Microsoft Excel (for example: using SUM function, setting borders, setting column width, inserting charts, using text wrap, sorting, setting headers and footers and/or print scaling).
  • Intermediate level skill in Microsoft PowerPoint (for example: applying a theme, formatting character spacing, inserting a picture, changing slide layout and theme colors, adding transitions, customizing slide numbers, changing chart style and/or formatting font).
  • Intermediate level skill in Microsoft Word (for example: inserting headers, page breaks, page numbers and tables and/or adjusting table columns).
  • Willing to travel up to 25% of the time for business purposes (within state and out of state).

Preferred Qualifications

  • Fluency or near-fluency in Spanish.
  • Project management certification.
  • Experience with large-scale, technology-heavy voice channel projects (IVR, CTI, ACD/PBX, CRM).
  • Experience with contact center operations.
  • Experience with continuous improvement methodologies (e.g. Lean Six Sigma).
  • Experience using consulting skills and developing client relationships.


  • Information Technology
  • Healthcare
  • Customer Service
  • Management
  • Telecommunications
  • Retail / Wholesale
  • Business

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Project Manager, Voice User Experience

Deerfield, IL

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Deerfield, IL

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