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