Remote Customer Service AI Transformation Lead

Takealotcom; Cape Town; Hybrid; ZAR 900,000 - 1,300,000; Full time

Benefits offered by this job

Remote working

Staff discount

Birthday leave

Mentorship programme

Job summary

Takealot.com, South Africa's leading online retailer, is seeking a Customer Service Project Manager to drive AI and automation transformation across the CS organization. Lead end-to-end program delivery, governance, and change management; develop roadmaps, evaluate opportunities, and partner with Analytics to prioritise high-value initiatives.

You will manage multi-disciplinary teams across Product, Engineering, Operations and Enablement, report to executives, and measure impact with adoption,

Qualifications

• 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 and transformation in high-volume environments.

Responsibilities

• Lead end-to-end delivery of AI and automation transformation initiatives across CS.
• Develop transformation roadmaps, governance frameworks, and prioritisation processes.
• Establish intake and evaluation criteria for automation opportunities.
• Partner with analytics teams to identify high-value automation initiatives.
• Drive organizational change management and stakeholder engagement.

Skills

Programme leadership

Stakeholder mgmt

Change management

Cross-functional

Data analytics

AI automation

Business cases

Education

Bachelor’s degree in Business, Engineering, Operations Management, Information Systems, Industrial Engineering, or related field

Postgraduate qualification in Business, Operations, Data, or Project Management advantageous

Job description

Takealot.com, South Africa's leading online retailer, is seeking a Customer Service Project Manager to drive AI and automation transformation across the CS organization. Lead end-to-end program delivery, governance, and change management; develop roadmaps, evaluate opportunities, and partner with Analytics to prioritise high-value initiatives.

You will manage multi-disciplinary teams across Product, Engineering, Operations and Enablement, report to executives, and measure impact with adoption,