Closing Date: 27.04.26
Location: Sunderland
Ready for a challenge?
Then Just Eat Takeaway.com might be the place for you. We’re a leading global online delivery platform, and our vision is to empower everyday convenience.
Whether it’s a Friday-night feast, a post-gym poke bowl, or grabbing some groceries, our tech platform connects tens of millions of customers with hundreds of thousands of restaurant, grocery and convenience partners across the globe.
About this role
As the visionary leader of our Global Operational Enablement team, you will lead the design of a world-class Advisor Experience. Working within our Operational Excellence department, you will act as the architect of future service excellence, balancing mid-term functional strategy with immediate improvements to our customer journey. We are looking for a high-energy leader who embodies our values to lead, deliver, and care, redefining how we empower our people through a customer-centric, AI-driven ecosystem. You will bridge the gap between global technology and operational hubs, ensuring our frontline is set up for success through cutting-edge training and robust quality frameworks.
These are some of the key components to the position
* Own the global TQK agenda, proactively setting the direction for Advisor Experience to innovate across all markets.
* Drive the implementation of AI-driven coaching, automated quality scoring, and Generative AI for instant knowledge retrieval.
* Redefine "Quality" by moving from random sampling to automated, 100% transcript auditing for both human and agentic interactions.
* Ensure AI "Training Data" and the Master Knowledge Base remain the single source of truth for all brand policies.
* Manage high-value Big Tech vendor relationships, influencing their product roadmaps to align with our global strategic needs.
* Upskill human agents from "processors" to "Subject Matter Experts" and "Prompt Auditors" through innovative learning paths.
* Lead the Communications function to ensure change is managed effectively and our frontline remains energized and informed.
* Collaborate with Regional Directors and Tech teams to prioritize and deliver excellence into the global operation.
* Establish a seamless feedback loop where human corrections of AI mistakes are converted into new training modules.
* Aim high by maintaining a "restless" innovation approach, looking to outside industries for best-in-class technologies.
What will you bring to the team?
* Experience leading teams of managers and experts in Operational Excellence, Training, or Quality in a global environment.
* Ability to design and implement multi-year functional strategies that significantly impact organizational success.
* Deep understanding of modern CS tooling, including CRM architecture (Salesforce/Zendesk) and AI-integrated systems.
* A pragmatic visionary mindset, blending high-level strategy with the grit required for tactical execution and KPI delivery.
* Commitment to achieving goals by navigating complex matrix structures and influencing executive leadership.
* Ability to act responsibly while making a lasting impact on our advisors and millions of customers.
* Natural ability to translate complex data and AI alignment scores into compelling stories for any audience.
* Knowledge of Continuous Improvement techniques (Six Sigma, Lean) to ensure seamless work with solution design teams.
* Diplomatic approach to managing tech providers, moving them from "utility" to "strategic partner" status.
* Dedication to aiming higher to drive excellence across our global Advisor Experience ecosystem.
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