Customer Service Coe Sr Manager (R116)

Customer Service Coe Sr Manager (R116)

Overview We Are PepsiCo
Join PepsiCo and Dare for Better!
We are the perfect place for curious people, thinkers and change agents.
From leadership to front lines, we're excited about the future and working together to make the world a better place.
Being part of PepsiCo means being part of one of the largest food and beverage companies in the world, with our iconic brands consumed more than a billion times a day in more than 200 countries.
Our product portfolio, which includes 22 of the world's most iconic brands, such as Sabritas, Gamesa, Quaker, Pepsi, Gatorade and Sonrics, has been a part of Mexican homes for more than 116 years.
A career at PepsiCo means working in a culture where all people are welcome.
Here,



you can dare to be you.
No matter who you are, where you're from, or who you love, you can always influence the people around you and make a positive impact in the world.

Responsibilities The Opportunity The main purpose of the Center of Excellence (CoE) Lead - Customer Service role is to drive operational excellence, innovation, and continuous improvement within the Customer Service function for the LATAM region.
This leader will be responsible for optimizing and harmonizing key business processes such as Customer Collaboration, Order to Cash (O2C), and Digitalization, ensuring seamless and efficient service delivery across the region.
The CoE Lead will also play a critical role in enabling the design and implementation of centralized service operations to maximize efficiency and consistency.
This individual will establish best practices, implement digital solutions, and lead transformation efforts to enhance the customer experience, streamline operations, and improve business outcomes.
Additionally, the role involves developing a high-performing team,



collaborating across functions, and driving strategic initiatives that align with both regional and global business goals, while standardizing KPIs, roles, and responsibilities across the region to ensure consistency and performance alignment.
Your Impact As Customer Service COE Leader, your scope would consist of:
This role is responsible for the governance, processes and talent requirements related to the Customer Service function across LATAM, focusing on 3 main objectives: Customer Collaboration, Order Management & Customer Service Digitalization.
This position requires leading extended teams and connecting to different stakeholders to develop and deploy Global and Sector COE programs, align strategic initiatives, ensure effective execution, and achieve value realization in accordance with established plans.




Process Optimization & Harmonization Lead efforts to standardize and harmonize customer service processes across the LATAM region, including Order to Cash (O2C), Customer Collaboration, and Digitalization.Identify and implement best practices to streamline workflows, eliminate inefficiencies, and ensure consistent service delivery to customers across the region.Digital Solutions & Sustainability Drive the adoption and sustainment of digital tools and technologies to optimize customer service operations, improving both speed and quality of service, including VMI, CCT, and automation of Order Processes.Ensure the ongoing sustainability of digital solutions by overseeing their continuous improvement, performance monitoring,



and alignment with evolving business needs.Centralization & Service Delivery Design Design and implement a centralized service delivery model to improve operational efficiency, consistency, and scalability across the LATAM region.Ensure alignment with global and regional objectives by centralizing customer service functions while balancing local market needs and customer expectations.Performance Management & Standardization Develop and standardize Key Performance Indicators (KPIs) across the region to measure and track customer service performance, ensuring alignment with business goals.Define and standardize roles and responsibilities within the customer service function to promote clarity, consistency, and accountability across all markets in LATAM.Logistics Joint Business Plan (JBP) Agenda Establish and lead the development of a standardized Logistics Joint Business Plan (JBP) agenda to align key stakeholders, including logistics, supply chain,



and customer service teams, on common goals and performance metrics.Drive strategic discussions and collaboration to address logistics challenges, customer expectations, and service improvements, ensuring alignment with broader business objectives.Leadership & Team Development Build and develop a high-performing, cross-functional team within the CoE, fostering a culture of continuous learning, accountability, and performance excellence.Lead by example, mentoring team members to enhance their skills and ensure they are equipped to drive customer service excellence across the region.Cross-Functional Collaboration Collaborate with key stakeholders across various functions, including Sales, Marketing, Finance, and Logistics,



to drive seamless customer service operations and to implement regional and global initiatives.Ensure alignment between regional customer service strategies and the company's overarching business objectives, facilitating smooth integration and execution of cross-functional projects.Collaborate agendas between different stakeholders: OUs, DVC, MCC, CCO.Continuous Improvement & Innovation Champion a culture of continuous improvement by identifying opportunities for innovation and process enhancements within the customer service function.Lead transformation efforts that leverage data, technology, and best practices to improve customer experience and overall service performance.Change Management & Transformation Leadership Lead and manage the transformation of customer service operations, driving change initiatives that align with regional and global business strategies.Guide the organization through periods of change by providing clear direction,



managing resistance, and ensuring the successful adoption of new processes, technologies, and ways of working. Qualifications Who Are We Looking For? Education Bachelor's Degree in Supply Chain, Business, Engineering, or related field.
Masters preferred.Experience 7+ years experience in Supply Chain, Customer Service and Project Management, large scale implementation and/or field Supply Chain experience.Strategic Thinking & Vision: Ability to develop and execute long-term strategies that align with both regional and global business goals, with a focus on continuous improvement and innovation.Process Optimization & Lean Management: Expertise in process design, harmonization, and optimization, with a deep understanding of Lean, Six Sigma,



or similar methodologies to streamline operations and eliminate inefficiencies.Digital Transformation & Technology Proficiency: Strong knowledge of digital tools and technologies that enhance customer service, including CRM systems, automation platforms, and data analytics, as well as the ability to drive digital transformation efforts.Performance Management & Metrics: Ability to define, implement, and standardize Key Performance Indicators (KPIs) and service-level agreements (SLAs) to monitor performance, drive accountability, and align teams toward shared goals.Cross-Functional Leadership & Collaboration: Proven experience in leading cross-functional teams, collaborating with various business units such as Logistics, Sales, and IT to implement customer service strategies that align with organizational objectives.Change Management & Transformation Leadership: Strong skills in managing organizational change, with the ability to lead transformation initiatives, drive adoption of new processes and technologies, and manage resistance effectively.Project Management: Expertise in managing large, complex projects, with a focus on delivering results on time, within scope, and on budget, while ensuring alignment with broader business strategies.Customer-Centric Mindset: A deep commitment to improving the customer experience, understanding customer needs, and ensuring that customer service processes are designed to meet or exceed expectations.Analytical & Problem-Solving Skills: Strong ability to analyze data, identify trends, and make data-driven decisions that drive performance improvement, enhance customer satisfaction, and achieve operational excellence.Skills Global Perspective with Regional ExpertiseEnd-to-End Process OwnershipAdvanced Data Analytics & Decision-MakingAgility in Leading Change Across Diverse MarketsInnovative Mindset in Customer ExperienceStrong Digital & Automation ExpertiseStrategic Stakeholder ManagementSustainability & Long-Term Transformation LeadershipComplex Problem Solving in High-Stakes EnvironmentsCultural Sensitivity & Localized LeadershipInfluential SkillsIf this is an opportunity that interests you, we encourage you to apply even if you do not meet 100% of the requirements. What can you expect from us: Excellent analytical skills and the ability to translate analytical findings into actionable solutions and processesOrganized personalityTeam playerAbility to manage stress and meet deadlines while maintaining high levels of accuracyAdvocates for and embraces the use of new tools and techniquesProblem SolvingSeeks opportunities to strengthen digital culture through collaborating and sharing knowledgeTrack record of improving processes, leading projects and influencing decision-makersHas an informed opinion on digital trends, including fluency with specific digital technologiesWe are an equal opportunity employer and value diversity at our company.
We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We respect and value diversity as a workforce and innovation for the organization.

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