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hackajob is partnering with Just Eat to fill this position. Create a profile to be automatically considered for this role—and others that match your experience.
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.
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.
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.
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.
At JET, this is how we play Our teams forge connections internally and work with some of the best-known brands on the planet, giving us truly international impact in a dynamic environment. Being the best at what we do isn’t just about delivering on our strategy. It's a competition for something incredibly valuable – our customers' choice. Every time a customer decides where to order, they're picking a side. At the heart of the JET Customer League are our values and behaviours. They guide every interaction, every decision, every innovation. These are the actions we need to perform consistently and brilliantly, to surpass the competition and earn our customers’ loyalty, again and again. Fun, fast-paced and supportive, the JET culture is about movement, growth, helping one another to succeed and celebrating wins. By truly living our values and embodying our behaviours, we’re building a customer-first culture which enables us to stay one step ahead of the competition.
Inclusion, Diversity & Belongings No matter who you are, what you look like, who you love, or where you are from, you can find your place at Just Eat Takeaway.com. We’re committed to creating an inclusive culture, encouraging diversity of people and thinking, in which all employees feel they truly belong and can bring their most colourful selves to work every day.
What else are we delivering? Want to know more about our JETers, culture or company?
Have a look at our career site where you can find people's stories, blogs, podcasts and more JET journeys.
Are you ready to join the team? Apply now!
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hackajob is partnering with Just Eat to fill this position. Create a profile to be automatically considered for this role—and others that match your experience.