Customer Service Project Manager

About the role

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, 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 operationa

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