Customer Service Coe Sr Manager

hace 1 mes

Miguel Hidalgo, México PepsiCo A tiempo completo

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.

**Know more**:PepsiCoJobs**
**Join PepsiCo, dare for better.**

**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:
This role is responsible for the governance, processes and talent requirements related with the Customer Service function Across LATAM, focusing in 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 Processess
- 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 e

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