Global Order Management Customer Service Lead Director

hace 3 semanas

Mexico City PepsiCo A tiempo completo

Join to apply for the Global Order Management Customer Service Lead Director role at PepsiCo Overview Are you ready to lead a global transformation in customer service excellence? As the Global Customer Service Lead Director, you will be at the forefront of revolutionizing Order Management across the enterprise. This high‑impact role is responsible for designing and deploying a differentiated Premium+ service model that delivers gold‑standard customer support to over 400 stakeholders worldwide. You’ll shape the strategy, build and lead a world‑class global execution team, and drive top‑line growth by enhancing the customer experience through proactive, AI‑enabled service delivery. With a $400 MM process value at stake, your leadership will be instrumental in elevating performance, accelerating automation, and embedding continuous improvement into every layer of the order‑to‑cash lifecycle. Responsibilities Design & Deploy Strategy: Architect and implement a global Premium+ service model that transforms Order Management into a proactive, value‑driven customer support capability. Lead Global Execution: Build, mentor, and inspire a high‑performing team across geographies to deliver exceptional service and drive continuous improvement. Drive Innovation: Leverage AI, automation, and digital technologies to streamline processes, reduce cycle times, and enhance customer satisfaction. Stakeholder Engagement: Collaborate with Global Capability Centers, Business Units, and SC Customer Support Leaders to align strategy and execution. Performance Excellence: Define KPIs, track metrics, and foster a culture of ownership, learning, and operational excellence. Customer Advocacy: Use insights and feedback to champion improvements that matter most to Premium+ clients. Escalation Leadership: Act as a strategic escalation point, ensuring timely resolution of complex issues and seamless customer experience. This role requires up to 50% international travel. Qualifications Bachelor’s degree in Business, Operations Management, Engineering or related field (MBA preferred) 10+ years in customer service or operations, with 5+ years in senior leadership roles Deep understanding of order processing, SAP systems, and supply chain dynamics—MUST Proven success in multinational environments and matrix organizations Expertise in CRM platforms, contact center technologies, and digital service solutions Strong strategic thinking, analytical skills, and performance management experience Exceptional communication, stakeholder management, and relationship‑building skills Ability to lead remote teams and influence cross‑functional partners globally Fluent in English (Spanish is a plus) Seniority level Mid‑Senior level Employment type Full‑time Job function Other Industries Manufacturing and Food & Beverage Services #J-18808-Ljbffr

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