takealot. com
e-commerce
CustomerServiceProjectManager
“Customer Service Project Manager at takealot. com. Skills: AI transformation, Automation transformation, Change management, Stakeholder management. Lead end-to-end delivery of AI and automation transformation. Develop transformation roadmaps”
What You'll Achieve.
Drive end-to-end program success; Achieve organisational adoption; Measure impact; Deliver projects on time; Deliver projects within budget; Track adoption; Track efficiency gains; Track cost savings; Track ROI; Drive continuous improvement
Industry & Context.
Problem-solving; Analytical; Structured problem-solving; Root cause analysis
What They're Looking For.
Must Have
Bachelor's degree in Business, Engineering, Operations Management, Information Systems, Industrial Engineering, or related field (NQF 7), 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, 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, 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
Nice to Have
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, Experience with customer service platforms and AI-enabled tools (e. g. CRM systems, chatbots, agent assist, automation)
What You'll Do.
Lead end-to-end delivery of AI and automation transformation
Develop transformation roadmaps
Manage governance frameworks
Manage prioritisation processes
Establish use-case intake frameworks
Evaluate automation opportunities
Partner with analytics teams to identify automation initiatives
Lead organisational change management for AI and automation
Develop stakeholder engagement strategies
Develop communication strategies
Develop training strategies
Monitor adoption rates
Implement interventions to drive behavioural change
Implement interventions for capability development
Manage scope for transformation projects
Manage timelines for transformation projects
Manage budgets for transformation projects
Manage risks for transformation projects
Coordinate delivery across Product
Ensure projects are delivered on time
Ensure projects are delivered within budget
Define success metrics
Track efficiency gains
Report program progress to executive stakeholders
Report risks to executive stakeholders
Report outcomes to executive stakeholders
Conduct post-implementation reviews
Drive continuous improvement
Measure operational impact across metrics
Build relationships with executive sponsors
Build relationships with key decision-makers
Facilitate decision-making
Collaborate with Technology Architecture
Collaborate with InfoSec
Collaborate with Data teams
Collaborate with external vendors
Ensure scalable implementation
Ensure secure implementation
Align implementation with business strategy
How You'll Work.
Team & Collaboration
Cross-functional teams; Product teams; Engineering teams; Operations teams; Commercial teams; Enablement teams; Technology Architecture; InfoSec teams; Data teams; External vendors
Communication Scope
Executive reporting; Stakeholder communication
Process & Methodology
Project management, Operational transformation, Change management, Roadmap development, Governance frameworks, Prioritisation processes, Risk mitigation, Budget management, Timeline management, Scope management
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