Process and Policy Manager

Ready for a challenge?

An exciting opportunity to influence and evolve our customer service strategy and drive operational excellence, including process, policy and behavioural change. The focus is on making real life operational improvements to drive efficiencies for our customers, restaurant partners and our business. You will be accountable for our processes, policies and strategic roadmap delivering measurable KPI and experience improvements.

The role will include leading a team of process and policy specialists to deliver the pipeline of operational improvements needed to hit our annual KPI targets and longer term vision. You will work closely with Sales, AM’s, P&T, WFM and CS leadership teams to identify the priorities and then engage our Portfolio & Change specialists to ensure initiatives are prioritised and delivered into the operation effectively.

Strong stakeholder engagement is essential as you will be engaging with global cross functional leadership teams to provide regular updates and also shape what our strategy will look like.

The scope of work will vary from local CI opportunities to drive experience, quality, engagement and cost efficiencies through to larger strategic programmes and projects.

These are some of the key ingredients to the role:

• Recommend opportunities relating to our global policies and processes that guide agent interactions with our Customers, Restaurants, Grocery and Delivery Partners.
• Responsible for the input into the design of channel and contact strategy across all Lines of Business, including the use of technology and personalisation capabilities.
• Support the embedding of a culture of continuous improvement through engagement and best practice sharing across all levels of the CS organisation, including senior stakeholder insights forums to share knowledge and recommendations widely.
• Proactively address problem areas and improve efficiencies, meeting business goals and timelines with a focus on optimising end-to-end journeys.
• Work closely with other JET teams (e.g. Product, Tech, delivery ops, Sales) covering all markets to ensure joined-up policies and processes are developed and implemented in a consistent way with local market nuance where required.
• Use data and insights to help drive decision making and shape future priorities and opportunities.
• Lead a team of specialists, providing direction, support and growth opportunities, fostering a collaborative and high performance work environment within the team.

What will you bring to the table?

• CS experience is vital, ideally within a tech based company.
• Proven ability to identify process improvement opportunities and fix them.
• People leader who is a champion of development and engagement.
• Analytical with experience using data to drive decision making.
• Able to take a lead and develop projects that cut across multiple departments.
• Will be able to command respect and influence a range of stakeholders with a key focus on building effective and impactful working relationships.
• Must be able to blend strategy with pragmatism and flex according to situation and priorities.
• A base knowledge of business improvement and CI tools, techniques and approaches to coach and mentor a team.

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 celebrating every aspect of our JETers.