Customer Service Project Manager at takealot.com

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, InfoSec, Data, and external vendors to ensure scalable and secure implementation aligned with business strategy.

Key Deliverables

• AI and automation transformation roadmaps and program governance frameworks
• Business cases and ROI models for transformation initiatives
• Project plans, budgets, and risk mitigation strategies
• Change management and adoption frameworks
• Executive dashboards and program progress reports
• Operational playbooks and standard operating procedures for AI/automation implementation
  Post-implementation reviews and continuous improvement recommendations

Qualifications & Experience:

• Bachelor’s degree in Business, Engineering, Operations Management, Information Systems, Industrial Engineering, or related field (NQF 7).
• Postgraduate qualification in Business, Operations, Data, or Project Management advantageous.
• Project Management certification (PMP, PRINCE2, AgilePM or similar) advantageous.
• Lean Six Sigma (Green Belt minimum) advantageous.
• Change Management certification (e.g. Prosci) advantageous.
• 5–7 years’ experience in project management, operational transformation, consulting, or digital enablement in complex, high-volume environments.
• Experience leading cross-functional transformation initiatives impacting frontline operations (e.g. contact centres, retail, banking, telecoms, or e-commerce).
• Demonstrated experience implementing AI, automation, or workflow optimisation solutions.
• Experience developing business cases and tracking financial and operational benefits realisation.
• Experience engaging senior stakeholders and managing programme reporting and escalations.
• Experience operating within South African regulatory and data privacy frameworks (e.g. POPIA).
• Proven ability to manage multiple concurrent initiatives while balancing operational risk and customer experience.
• Experience with customer service platforms and AI-enabled tools (e.g. CRM systems, chatbots, agent assist, automation)
• Understanding of automation, system integration, and data flows (e.g. RPA, APIs, middleware)
• Ability to interpret operational performance data and analytics dashboards
• Experience working with Technology, Data, and InfoSec teams to deliver scalable solutions
• Awareness of AI governance and risk considerations
• Ability to assess and optimise operational processes impacted by automation

 The skills we need:

• Strong programme leadership with the ability to influence cross-functional stakeholders
• Analytical, structured problem-solving and sound decision-making capability
• Proven change leadership with a focus on adoption and impact
• Strong commercial, governance, and prioritisation acumen
• Clear communication across executive and operational levels
• Resilient and adaptable in fast-paced environments