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Operational Excellence Lead

1 maand geleden

Amsterdam, Noord-Holland, Nederland Just Eat Takeaway Voltijd
About this role

An exciting opportunity to shape and evolve our customer service strategy, driving operational excellence through process, policy, and behavioural change. You will be accountable for developing and implementing processes, policies, and strategic roadmaps that deliver measurable KPI improvements.

As a key member of our team, you will lead a group of process and policy specialists to deliver operational improvements needed to hit annual KPI targets and longer-term vision. You will work closely with cross-functional leadership teams, including Sales, AM's, P&T, WFM, and CS leaders, to identify priorities and ensure effective implementation.

Strong stakeholder engagement is essential as you will engage with global cross-functional leadership teams to provide regular updates and shape the company's strategy. The scope of work will vary from local CI opportunities to drive experience, quality, engagement, and cost efficiencies to larger strategic programmes and projects.

Key Responsibilities:

  • Identify opportunities to improve our global policies and processes that guide agent interactions with customers, restaurants, grocery, and delivery partners.
  • Contribute to the design of channel and contact strategies across all Lines of Business, including technology and personalization capabilities.
  • Embed a culture of continuous improvement through engagement and best practice sharing across all levels of the organization.
  • Proactively address problem areas, improve efficiencies, and meet business goals and timelines with a focus on optimizing E2E journeys.
  • Collaborate with other JET teams (e.g., Product, Tech, delivery ops, Sales) to ensure joined-up policies and processes are developed and implemented in a consistent way, considering local market nuances where required.
  • Use data and insights to drive decision-making and shape future priorities and opportunities.
  • Lead a team of specialists, providing direction, support, and growth opportunities, fostering a collaborative and high-performance work environment.

What we're looking for

  • A proven track record in customer service, ideally within a tech-based company.
  • The ability to identify process improvement opportunities and implement changes.
  • Experience in people leadership, championing development and engagement.
  • Analytical skills, using data to drive decision-making.
  • The capacity to take a lead, develop projects that cut across multiple departments, and command respect from stakeholders.
  • Able to blend strategy with pragmatism and adapt to changing situations and priorities.