Global CS Project Manager
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. Please note : This role can be based in Amsterdam, Sunderland or London. The Opportunity A brilliant opportunity to help deliver a new & world class Global Customer Services (CS) operation based on home-market insourced and outsourced contact centres across multiple markets. The role’s portfolio is huge, varied and challenging but will be really rewarding as we continue to build our new Global CS organisation. About This Role The successful candidate will be responsible for the delivery of a range of projects both led from within the Operations Excellence pillar, and elsewhere in Customer Service as well as being the Customer Service representative on cross organisational projects. They will develop and run high impact projects on a diverse range of topics with varying complexity, such as product expansion, service levels, efficiency and innovation. They will work closely with Product, Tech, Data, WFM, Finance and Operational teams. They will also be responsible for deputising for the Programme Manager, including attending and coordinating calls as required. Being highly organised is essential in this role, we’re a fast paced organisation with lots of moving parts so flexibility is critical to pivot and reprioritise as needed. Strong relationships with the Change Enablement and CI team will be particularly important to ensure projects are delivered into the operation successfully and to time. These are some of the key ingredients to the role
- Manage and lead Customer Service projects across the full project lifecycle with delivery to time, budget and impact
- Prioritise project deliverables to deliver business impact including managing competing priorities and resource demands
- Highlight and support in managing any dependencies, risks, issues, blockers and actions relating to owned projects
- Communicate effectively project progress including delivering regular progress updates and reporting to a wide variety of stakeholders
- Work cross-functionally with a number of teams to ensure work is scoped, prioritised, sequenced and resourced in line with AX Pillar priorities.
- Proactively build relationships across peer group stakeholders and senior stakeholders, to align and drive delivery of critical business outcomes
- Highly organised, pragmatic and results-focused; driven to manage projects full cycle
- Good understanding of Project Management techniques (e.g. Agile / Waterfall / Hybrid) and ability to select the best approach to meet the needs of the project
- Excellent stakeholder management and communication skills - influencing across peer groups, teams to ensure project engagement and delivery
- Knowledge/experience of using a variety of Project Management and team collaboration software to best effect, such as, Jira, Slack, Google Project etc
- Outcome driven with a good understanding of shaping and leading projects 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
- Experience of working in a rapidly changing, fast paced environment and comfortable working with ambiguity and changing priorities
- Ability to multi-task across multiple work-streams, and seek input on prioritisation when needed
- Contact centre environment preferred, tech industry experience preferred