AddressClosing Date: 18.03.24
Location: London, Sunderland or Amsterdam
Hungry for a challenge?
That’s good, because at Just Eat Takeaway.com (JET) we have abundant opportunity or as we say, everything is on the table. We are a leading global online food delivery marketplace. Our tech ecosystem connects millions of active customers with hundreds of thousands of connected partners in countries across the globe.
Our mission? To empower every food moment around the world, whether it’s through customer service, coding or couriers.
The Opportunity
A brilliant opportunity to help deliver a new & world class Customer Services (CS) operation based on home-market insourced contact centres.
Over the coming months we are globalising our Customer Service teams across multiple markets and locations globally. They will be responsible for planning and successfully implementing change to agents across 20 markets. The role’s portfolio is huge, varied and challenging but will be really rewarding as we build our new Global CS organisation.
The successful candidate will be responsible for the coordination of the Global Customer Services Portfolio with supporting PMO reporting and stakeholder communication.. They will work closely with Product, Tech, Data, WFM, Finance and Operational teams. They will manage the Customer Services roadmap and portfolio including the delivery calendar and supporting governance. In addition the person will be expected to take the lead on internal CS delivery optimisation establishing a strong process to enable effective decisions making and delivery execution. They will help the Head of Global CS Portfolio & Pipeline on strategic planning, business cases and team organisation. The role’s portfolio is huge, varied and challenging. You’ll need to be a self starter with the ability to join the dots, see the bigger picture as well as enjoy getting stuck into the details. The role will be really rewarding with the opportunity to truly influence direction and be at the heart of building our new world class CS proposition.
Key Ingredients
Ownership of strategic /large scale Customer Service initiatives with delivery to time, budget and impact
Prioritise programme deliverables to deliver business impact including manage competing priorities and resource demands
Lead delivery of Customer Service streams within business-wide initiatives.
Oversight and management of Customer Service portfolios ensuring alignment, stakeholder visibility, tracking and decision making frameworks to deliver to agreed scope, time, budget, etc.
Shaping and driving programme cadence and governance, providing effective programme reporting to ensure all stakeholders are kept informed
Working cross-functionally with teams including product & technology, data, operations and commercial to ensure work is scoped, prioritised, sequenced and resourced in a way that delivers maximum business value, minimises risk and achieves our company objectives
Ensures continuous improvement of Customer Service strategic delivery across the programme to drive delivery excellence, including open communication, regular retrospective reviews and post-implementation analysis
Proactively builds strong relationships and influences across peer group stakeholders and senior stakeholders, up to board level, to align and drive delivery of critical business outcomes closely working with Change and Communication teams
Building annual / quarterly plans, aligned to stakeholder plans with support planning cycle
Building portfolio benefits tracking and KPI tracking against Customer Service objectives
Ensures cross-portfolio structures, alignment and tracking in place
Managing/mitigating any dependencies, risks, issues, blockers and actions
Owns Customer Service strategy critical path
Developing and implementing best practice tools and methods
What will you bring to the table
Proven programme management experience working in an operational, digital or eCommerce business
Experienced with various portfolio and programme management techniques (e.g. Agile / Waterfall / Hybrid) and ability to select the best approach to meet the needs of the project
Proven delivery of large scale, cross-functional programmes of work
Worked closely with agile product & technology teams to implement complex change
Excellent stakeholder management and communication skills - influencing across peer groups, teams and with board level exposure to ensure programme engagement and delivery
Knowledge/experience of using a variety of Project Management and team collaboration software to best effect, such as, Asana, Trello, Smart Sheets, Jira, Slack
Global level budgets
Contact centre environment preferred, tech industry experience preferred
Outcome driven and a strong commercial acumen, with demonstrable examples of shaping and leading programmes to deliver maximum business value and impact
Independent thinker, proactive with the ability to to see the big picture, and think “one step ahead”
A positive attitude, with a willingness to roll your sleeves up to get things done, and a sense of pride in the work delivered and the quality of how it was delivered
Comfortable working with ambiguity and flexible to changing priorities
Experience of working in a rapidly changing, fast paced environment
At JET, this is on the menu:
Our teams forge connections internally and work with some of the best-known brands on the planet, giving us truly international impact in a dynamic environment.
Fun, fast-paced and supportive, the JET culture is about movement, growth and about celebrating every aspect of our JETers. Thanks to them we stay one step ahead of the competition.
Inclusion, Diversity & Belonging
No matter who you are, what you look like, who you love, or where you are from, you can find your place at Just Eat Takeaway.com. We’re committed to creating an inclusive culture, encouraging diversity of people and thinking, in which all employees feel they truly belong and can bring their most colourful selves to work every day.
What else is cooking?
Want to know more about our JETers, culture or company? Have a look at our career site where you can find people stories, blogs, podcasts and more JET morsels.
Are you ready to take your seat? Apply now!
