Customer Success, North America Sustain

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**

**Your Impact**

As** North America Sustain & Operations Lead**your scope would consist:

- Quarterback optimal end-user product experience, fielding technical problem/incident resolution in a timely manner for all sustain issues that may arise.
- Properly report sustain status to business and program leadership in the required frequency. Reporting to include System Stability and Usage Statistics, as well as updates on the Change Request Backlog.
- Through your team, ensure all relevant SLAs are met, including but not limited to: uptime, system performance, defect resolution and nightly data pipeline completion.
- Act as the single point of contact for any and all sustain supply chain related items building a strong working relationship with internal and external team leadership & peers.
- For future Product deployments, assist in estimating required sustain organization (adding team and resources to current sustain organization) and manage transition to sustain to properly support business during and after Hypercare
- Interface with Product, Design, Engineering, Data Analytics & Insights regarding customer/end-user feedback to provide operational feedback that will help shape future product roadmap and drive adoption.
- Own the Operations Incident, Problem and Risk backlog and work with Product Managers to review, approve, prioritize and schedule ongoing improvements through planned Change & Release records within ServiceNow
- Establish post-deployment adoption activities to closely monitor the technical health and performance of digital products using a Transition to Sustain checklist
- Develop a trusted advisor relationship with Product Owners, Technical Program Managers, Software Reliability Engineering teams, and business stakeholders partnering with your direct leadership
- Identify and implement key incident prediction and prevention opportunities to drive faster mean-time-to-resolution, partnering with automation peers and advanced technical software tools
- Frequent communication with program leadership to sustain and shape product lifecycle, and requires to nimble switch between strategic and tactical initiatives to achieve technical, and business goals
- Execute IT Service Management (ITSM) processes and interact with ServiceNow, AppDynamics, Datadog, Full Stack technologies, and other AIOps toolsets

Qualifications:
**Who Are We Looking For?**

**Experience**
- 8 years of work experience, or 3-5 years of experience as a Sustain Operations Analyst, Manager or Customer Success Manager, either in CPG industry or with a Top-Tier consulting firm
- The ideal Customer Success Manager will be highly quantitative, have great judgment, able to connect dots across workstreams, and efficiently work cross-functionally across teams to ensure software is meeting customer/end-user expectations
- The Customer Success Manager will take a pragmatic approach resolving software incidents, including the ability to triangulate root causes and work effectively with external and internal teams to meet objectives.
- Exceptional business relationship skills including the ability to communicate effectively both internally and externally. You can communicate complex technical data to a non-technical person in a concise, clear, and easily understood manner.
- A firm understanding of SRE (Software Reliability Engineering) and IT Service Management (ITSM) processes with a track record for monitoring and triaging software incidents. You recognize the difference between resolving incidents and providing a seamless customer/end-user experience.
- Experience in leading high-performing teams
- Deep hands-on technical expertise, excellent verbal and written communication skills
- Sharp analytical abilities and proven process engineering skills

**What can you expect from us**:

- Excellent analytical skills and the ability to translate analytical findings into actionable solutions and processes
- Organized personality
- Team player
- Abilit