Customer Service Project Manager

**Takealot.com**, South Africa's leading online retailer, is looking for a highly talented **Customer Service Project Manager** to join our team. We are a young, dynamic, hyper\-growth company looking for smart, creative, hard\-working people with integrity to join us! **Think you've been challenged before? Think again!** * **Scale:** Over 4 million happy shoppers shop online on takealot.com and 2\.7 million on Mr D. Show them what you can do. * **Learn:** We work with the best of the best. Work alongside leaders and upskill in record time. * **Grow:** Expand your career in the fast\-growing Takealot Group: Takealot.com and Mr D. We like to promote from within: Here's your chance. **Who's who in the tech space** The position reports to the **Group Head of Customer \& Business Support**. **Purpose of the role:** Lead the strategic delivery and change management of AI and automation transformation programs across the CS organisation, with a focus on Agentic AI, automation platforms, and AI\-powered customer service solutions. The role is responsible for driving end\-to\-end program success, including strategic planning, prioritisation, governance, project delivery, organisational adoption, and impact measurement, while maintaining strong stakeholder relationships and providing executive\-level reporting. **Your mission, should you choose to accept it:** **Strategic Program Management** * Lead the end\-to\-end delivery of AI and automation transformation initiatives. * Develop and manage transformation roadmaps, governance frameworks, and prioritisation processes. * Establish use\-case intake frameworks and evaluation criteria for automation opportunities. * Partner with analytics teams to identify and prioritise high\-value automation initiatives. **Change Management Execution** * Lead organisational change management to support AI and automation adoption. * Develop stakeholder engagement, communication, and training strategies. Monitor adoption rates and implement interventions to drive behavioural change and capability development. **Project Delivery Accountability** * Manage scope, timelines, budgets, and risks for complex cross\-functional transformation projects. * Coordinate delivery across Product, Engineering, Operations, Commercial, and Enablement teams. * Resolve blockers and ensure projects are delivered on time and within budget. **Impact Measurement and Tracking** * Define success metrics and track adoption, efficiency gains, cost savings, and ROI. * Report program progress, risks, and outcomes to executive stakeholders. * Conduct post\-implementation reviews and drive continuous improvement. * Measure operational impact across metrics such as **AHT, FCR, reopen rate, cost per contact, and capacity optimisation**. **Stakeholder and Vendor Management** * Build and maintain relationships with executive sponsors and key decision\-makers. * Facilitate decision\-making and manage escalations. * Collaborate with Technology Architecture,...