About this role
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
Hundreds of thousands of partners trade on JET, and how well we engage and support them at scale shapes how fast both they and JET grow.
As Director of Digital Expansion (Partner Growth), you will be responsible for the running and ongoing development of the Partner Growth Center. The Partner Growth Center covers the digital experience of our partners after activation: driving automated, AI-first partner growth and retention through integrated self-service, agentic and CRM journeys, connected with our sales and partner service teams.
You will oversee the teams that run its day-to-day operations, as well as the teams that build the infrastructure and processes behind it. Through AI-powered automation and self-service, you will enable our partners to succeed at global scale.
These are some of the key components to the position:
- Oversee the omnichannel infrastructure design and process teams: make sure the end-to-end supply and sales processes across all channels are designed to work as one connected system with AI built in, across Partner Hub, agentic channels, sales, partner service and CRM.
- Set the direction for partner growth and success at scale: how we use AI and automation to engage hundreds of thousands of partners with a personalised experience that fits their needs, monitor performance, spot partners at risk of leaving, and help them grow. Advise on best practices and drive self-service adoption across SMB and strategic account partners.
- Build and scale the Partner Growth Engine: the next-best-action algorithms and AI-driven partner health models that show how healthy each partner is and identify the best next step to help them succeed.
- Oversee agentic operations and continuous agent improvement: make sure the AI agents that support partners day to day work with the right quality, performance and safeguards, monitor how they perform, tune and retrain them, route cases to people where needed, and turn what the team learns into better agents over time.
- Lead and develop a team of managers across Omnichannel, Agent Operations and Digital Growth: set a clear direction, develop senior talent and AI-first ways of working, build a culture where people help each other succeed, and manage the department’s budget and resources.
What will you bring to the team?
- A senior track record building and running digital channels and infrastructure at scale, including AI-driven, agentic and self-service, in a global platform environment.
- A strong affinity with AI and hands-on experience with agentic systems, including running agentic operations in live environments with quality, governance and human oversight built in.
- Experience building and scaling data-driven models, such as next-best-action and health scoring, and turning them into automated actions that grow and retain partners.
- A background in partner or customer success: health monitoring, growth and advisory, ideally delivered at scale through automation and AI.
- Success as a manager of managers, building and developing teams with different skills where people bring out the best in each other.
- Strong influencing skills and executive presence: you are credible and at ease with senior leaders, partner with Product & Tech on AI and technology roadmaps, and align teams across functions.
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 & Belonging
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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