Global CS Senior Project Manager

Global CS Senior Project Manager at Just Eat Takeaway.com

Ready for a challenge?
Then Just Eat Takeaway.com might be the place for you. We’re a leading global online food delivery platform, and our vision is to empower everyday convenience. Whether it’s a Friday-night feast, a post-gym poke bowl, or grabbing some groceries, our tech platform connects tens of millions of customers with hundreds of thousands of restaurant, grocery and convenience partners across the globe.

About this role

The successful candidate will be responsible for the delivery of a range of projects both led from within the Adviser Experience pillar, led 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:

• Lead and deliver customer service projects from start to finish, ensuring they meet deadlines, stay within budget, and achieve their intended impact.

• Prioritise project deliverables to maximize business value, effectively managing conflicting demands and integrating customer service streams into broader company initiatives.

• Collaborate cross-functionally with teams like product, tech, data, and operations to strategically scope, prioritize, and sequence projects for optimal business outcomes and risk mitigation.

• Build strong relationships and influence stakeholders at all levels to align on critical business outcomes and drive project delivery.

• Monitor and report on project progress and benefits, tracking KPIs against customer service objectives and actively managing any project-related risks or blockers.

• Contribute to the continuous improvement of project management practices within the Customer Service Department, including developing and sharing best practices and tools.

• Oversee multiple related projects to ensure overall program alignment with strategic company objectives.

What will you bring to the table?

• Project Management Expertise: Highly organised and results-focused, you're adept at managing projects through their entire lifecycle, utilising various methodologies like Agile, Waterfall, and Hybrid to achieve maximum business value.

• Cross-Functional Collaboration: You excel at working closely with agile product and technology teams to implement complex projects, understanding the intricate interdependencies between technology, operations, and business needs.

• Exceptional Stakeholder Management: You possess excellent communication and influencing skills, effectively engaging with peer groups, teams, and senior leadership to ensure program engagement and successful delivery.

• Software Proficiency: You're experienced with a range of project management and collaboration tools, including Jira, Slack, and Google Project, leveraging them for optimal effect.

• Adaptability & Proactiveness: You're an independent and proactive thinker, comfortable with ambiguity, and able to adapt to rapidly changing priorities while maintaining a positive, "can-do" attitude.

• Contact centre environment preferred, tech industry experience preferred

• Willing to travel as projects require

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.

Are you ready to take your seat?