Customer Service Excellence Leader
hace 1 semana
About PepsiCo:
PepsiCo is one of the largest food and beverage companies in the world, with iconic brands consumed over a billion times daily across 200 countries.
Our diverse portfolio includes 22 leading brands, such as Sabritas, Gamesa, Quaker, Pepsi, Gatorade, and more, which have been part of Mexican homes for over 116 years.
We strive to create a workplace where everyone feels welcome, empowered, and inspired to make a positive impact. At PepsiCo, you can dare to be yourself, influence those around you, and drive meaningful change.
The Opportunity:
This leadership role focuses on driving operational excellence, innovation, and continuous improvement within Customer Service for the LATAM region.
The ideal candidate will optimize key business processes like Customer Collaboration, Order to Cash (O2C), and Digitalization to ensure seamless service delivery across the region.
Additionally, this leader will play a critical role in designing and implementing centralized service operations to maximize efficiency and consistency.
Your Impact:
As Customer Service COE Leader, your scope encompasses governance, processes, and talent requirements related to Customer Service across LATAM, focusing on three main objectives: Customer Collaboration, Order Management, and Customer Service Digitalization.
This position requires strong leadership skills to develop and deploy global and sector COE programs, align strategic initiatives, ensure effective execution, and achieve value realization.
Main Responsibilities:
- Lead efforts to standardize and harmonize customer service processes across LATAM, including 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.
- Drive the adoption and sustainment of digital tools and technologies to optimize customer service operations, improving speed and quality of service.
- Design and implement a centralized service delivery model to improve operational efficiency, consistency, and scalability across LATAM.
- 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.
- Establish and lead the development of a standardized Logistics Joint Business Plan (JBP) agenda to align key stakeholders on common goals and performance metrics.
Estimated Salary: $120,000 - $180,000 per year, depending on experience and qualifications.
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