Senior Operations Manager

4 days left

Just Eat
26 May 2021
23 Jun 2021
Contract Type
Full Time

Just Eat is a leading global marketplace, providing millions of customers with an easy and secure way to order and pay for their favourite food from tens of thousands of Restaurant Partners.

We are committed to bringing emerging talent into our business, as well as retaining and developing our existing colleagues, with the potential to be tomorrow's leaders of Just Eat.

The Opportunity

Position: Senior Operations Manager
Customer Services

Salary: GBP65,000
Sunderland - North East England

We are embarking on an exciting and ambitious insourcing journey to bring our customer service operations into our local markets. We're creating 1,000's of new CS jobs across our business as we strive to provide our customers and restaurant partners with the best service.

We are passionate about creating vibrant, dynamic and inclusive working environments for our JET employees where everyone can bring their whole selves to work each day and develop a brilliant career in customer services.

We're looking for experienced Senior Operations Managers who will be part of the customer services leadership team and be responsible for running a huge contact centre - a career defining opportunity to be involved in setting up a brand new centre from scratch, shape the culture and drive brilliant results as we seamlessly ramp down our external vendor partners in the coming year.

You will be accountable for directly leading a team of operations managers who will be responsible for running the day to day customer service operations whilst you lead the plans for driving ahead the longer term strategy, focus on optimising our operations, working with the broader CS leadership group and driving overall performance culture in the organisation.

Although we're looking for brilliant CS operators driving efficient teams, we're looking for proven people leaders who have the energy and empathy to create diverse, progressive working environments for our people in the UK so we can be the employer of choice to attract and retain the best, most diverse talent in the market.

Important - due to the nature of our business where peak demands are during unsociable hours, you will be required to work evenings and weekends on a regular basis as part of your role leading the CS teams. Our recruitment team will discuss this in more detail with you as part of the recruitment process.

Key Responsibilities

??? Accountable for the operating performance of our customer service teams by driving results through your operations managers
??? Ensure successful end-to-end operational delivery from agent hiring, through to training, retention and consistent performance.
??? Creating a high performing culture by creating and implementing initiatives and programmes to drive performance, retention and recognition
??? Selecting, training, developing, and managing performance of direct reports and their wider teams; including planning and assigning work and operating cadence for your CS teams in line with operational requirements, policies and processes
??? Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet performance standards
??? Analyze and maintain all service level targets, metrics etc; implement improvement plans as needed
??? Ensuring the successful ramp-down of vendor operations as we ramp up internal operations teams by closely motoring and driving commercial performance and course-correcting any issues during the vendor ramp-down
??? Create a brilliant working environment to attract and train the best, most diverse talent in the market
??? Drive strong employee engagement; resolve employee relation issues in a professional and timely manner

??? Lead cross functional meetings to review information received from operational support functions - Data, Training, HR, Quality, WFM, TA etc - and partner to define action plans that resolve issues and drive continuous improvement
??? Maintain relationships with strategic vendors in order to facilitate open communications, understand changing technologies and stay abreast of industry trends
??? Host business reviews on regular basis in partnership with the wider CS and commercial leadership teams; communicate overall objectives clearly, provide clear performance reports and status updates, ensure that customer, operational and capacity requirements are addressed
??? Lead weekly meetings with functional leaders and direct reports reviewing site operations, needs, and upcoming events

Required skills and experience

??? Extensive previous leadership and management experience is essential - preferably within high-paced, dynamic CS environments
??? Inspirational leader who can motivate and engage a large CS workforce in order to create a vibrant and fun, yet safe and inclusive environment for your team
??? Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish objectives
??? Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
??? Demonstrated ability to implement Change; flexibility to quickly adapt to changing business needs
??? Work well under pressure and take accountability and ownership of problems and projects through to completion with a focus on continuous improvement
??? Integrity is essential as well as being able to demonstrate leading by example, living and breathing the company values
??? Excellent communication skills, both written and verbal. Ability to effectively present information to large CS teams as well as senior leadership stakeholders within CS and the wider business
??? Proven ability to organize and prioritize projects in a fast-paced and deadline-orientedbusiness environment
??? Willingness to work a flexible schedule due to business needs