Established in 1965, PepsiCo is a leading global provider of 22 food and beverage brands valued at billions of dollars apiece. The company is based in Purchase,
Order Management Director
Location
Northern America + 1 moreAll locations: Northern America | Latin America (LATAM)
Posted
2 days ago
Salary
0
Seniority
Lead
No structured requirement data.
Job Description
Order Management Director
PepsiCo
Role Description As NA Customer Service Director, the role will be accountable for supporting the NA – PBNA, PFNA Customer Service Leaders in the execution of Customer ordering processes across multiple teams and business units for US and Canada. This position will report to a SC Global Customer support lead (LG2). - Deliver gold standard Premium customer service to business units to drive top-line sales growth. - Execute OM differentiated service model driving strategy & execution. - Engage in regular consultation with the Business unit teams and other LATAM leaders. - Establish policies and procedures that enable high service delivery and reflect industry best practices. - Responsible for System knowledge/AI enhancement along with coordination with BU partner technical support. - Deliver optimization and efficiency gains within the Customer Service team. - Share Best Practices between Business Units. - Build critical relationships with key team members and stakeholders both internally and across Business Units. Qualifications - Bachelor’s Degree in Business/Operations Management, Engineering or applicable degree required (MBA preferred). - 10+ years of experience in customer service or operations, including 5+ in a senior leadership with people management role. - English Fluency both written and verbal required, Spanish would be an asset. - Experience in multinational companies. - Strong analytical skills and experience with service metrics, reporting, and performance management. - Experience with CRM, contact center platforms, and digital service solutions. - Deep understanding of customer support metrics, executive communications, and cross-functional collaboration. - Strong strategic thinking with the ability to scale operations while preserving premium service quality. - Exceptional communication, relationship-building, and stakeholder management skills. - Working knowledge of order processing and order life-cycle in a dynamic Supply Chain. - Ability to positively influence teams outside of direct responsibility and across multiple business units. - Working knowledge of SAP solutions. - Ability to influence leadership and operate in a matrix environment. - Capable of leading a remote work group and being managed by a remote manager. - Utilize technical/functional knowledge that creates opportunities and solves business problems. - Proficiency using PC-based applications such as Microsoft Excel, PowerPoint, Word and alternate meeting technology. - Strong strategic ability. - Ability to identify business issues and generate solutions. - Self-starter with attention to detail. - Solid verbal and written communication skills. - Ability to manage multiple competing priorities. Requirements - Quickly engage with business units to identify, interpret, and set mitigation plans in place to ensure sales deliveries to all Premium customers. - Respond to marketplace demands through an in-depth understanding of order processing practices and complex system technology. - Initiate innovation and development of new analytics and business processes to improve service levels and drive efficiency. - Identify areas for improvement and close efficiency gaps regarding customer service and order processing. - Ensure support and engagement with CSRs and CSR managers while working with a potentially remote, virtual team. - Develop team talent and capability build and ensure succession plans are in place. Benefits - Opportunities to learn and develop every day through a wide range of programs. - Internal digital platforms that promote self-learning. - Development programs according to Leadership skills. - Specialized training according to the role. - Learning experiences with internal and external providers. - Recognition programs for seniority, behavior, leadership, moments of life, among others. - Financial wellness programs that will help you reach your goals in all stages of life. - A flexibility program that will allow you to balance your personal and work life. - Benefits for family members including Wellness Line, Agreements and Discounts, Scholarship programs for children, Aid Plans for different moments of life.
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