Order Management Director

<h2>Overview</h2> <p>Careers to Smile About</p> <p> </p> <p>At PepsiCo, you’ll discover a place where our mission is to create smiles around the world. With a portfolio of more than 500 beloved brands including, Gatorade, Lay’s and Quaker, our work touches millions of people every day.</p> <p> </p> <p>At the heart of the company is a team of thinkers, creators, and problem-solvers who collaborate to innovate and turn ideas into action. Driven by innovation and a focus on creating joyful moments through food and drinks, our decisions are guided by consumer centricity, creating opportunities for our associates to do meaningful work and make a lasting impact in the communities we serve.</p> <p> </p> <p>Whatever your role, you’ll be part of a global community that values your ideas and empowers you to make an impact, on your career and on the world around you.</p> <h2>Responsibilities</h2> <p>The Opportunity</p> <p> </p> <p>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).</p> <p> </p> <p>Responsibilities include delivering gold standard Premium customer service to business units to drive top-line sales growth and executing OM diffenciated service model driving strategy & execution.</p> <p> </p> <p>This role will engage in regular consultation with the Business unit teams and other LATAM leaders. This position establishes policies and procedures that enables high service delivery and reflects industry best practices. Responsible for System knowledge/AI enhancement will be expected along with coordination with BU partner technical support to complete the NA OM process (30MM orders and $60MM Net rev). Delivery of optimization and efficiency gains within the Customer Service team and Best Practice sharing between Business Units is expected.</p> <p> </p> <p>Exceptional time management, organization, communication, and interpersonal skills are critical for this role. This role will additionally require building critical relationships with key team members and stakeholders both internally within the sector, the Global SC team, and across Business Units. </p> <p> </p> <p> </p> <p>Your Impact</p> <p> </p> <p>As Order Management Director your scope would consist of:</p> <ul> <li>Ensure the Customer Service function continually optimizes staffing, schedules and activities that enable timely and seamless order processing across the entire Supply Chain. </li> <li>Develop & deploy strategy & execution of premium service for NA aligning with other sector leads for people, processes and new technology to provide an enhanced, Proactive service model.</li> <li>Lead the team responsible to drive end-to-end processing of customer orders & case management & new digital technology including AI in line with the premium + service offering.</li> <li>Hire, Mentor and develop NA team committed to delivering exceptional Premium service.</li> <li>Define and track relevant metrics across key performance indicators (KPIs) to ensure strong performance management. Work with CS Excellence lead to develop a continuous improvement culture with diligent root cause analysis.</li> <li>Quickly engage with business units to identify, interpret, and set mitigation plans in place to ensure sales deliveries to all Premium customers. </li> <li>Respond to marketplace demands through an in-depth understanding of order processing practices and complex system technology.</li> <li>Initiate innovation and development of new analytics and business processes to improve service levels and drive efficiency.</li> <li>Identify areas for improvement and close efficiency gaps regarding customer service and order processing.</li> <li>Ensure support and engagement with CSRs and CSR managers while working with a potentially remote, virtual team.</li> <li>Develop team talent and capability build and  ensure succession plans are in place.</li> </ul> <h2>Qualifications</h2> <p>Who Are We Looking For? </p> <ul> <li>Bachelor’s Degree in Business/Operations Management, Engineering or applicable degree required (MBA preferred).</li> <li>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.</li> <li>Experience in multinational companies.</li> <li>Strong analytical skills and experience with service metrics, reporting, and performance management.</li> <li>Experience with CRM, contact center platforms, and digital service solutions.</li> <li>Deep understanding of customer support metrics, executive communications, and cross-functional collaboration.</li> <li>Strong strategic thinking with the ability to scale operations while preserving premium service quality.</li> <li>Exceptional communication, relationship-building, and stakeholder management skills.</li> <li>Working knowledge of order processing and order life-cycle in a dynamic Supply Chain.</li> <li>Ability to positively influence teams outside of direct responsibility and across multiple business units.</li> <li>Working knowledge of SAP solutions.</li> <li>Ability to influence leadership and operate in a matrix environment.</li> <li>Capable of leading a remote work group and being managed by a remote manager.</li> <li>Utilize technical/functional knowledge that creates opportunities and solves business problems.</li> <li>Proficiency using PC-based applications such as Microsoft Excel, PowerPoint, Word and alternate meeting technology.</li> <li>Strong strategic ability.</li> <li>Ability to identify business issues and generate solutions.</li> <li>Self-starter with attention to detail.</li> <li>Solid verbal and written communication skills.</li> <li>Ability to manage multiple competing priorities.</li> </ul> <p> </p> <p>If this is an opportunity that interests you, we encourage you to apply even if you do not meet 100% of the requirements.</p> <p> </p> <p>What can you expect from us:</p> <ul> <li>Opportunities to learn and develop every day through a wide range of programs.</li> <li>Internal digital platforms that promote self-learning.</li> <li>Development programs according to Leadership skills.</li> <li>Specialized training according to the role.</li> <li>Learning experiences with internal and external providers.</li> <li>We love to celebrate success, which is why we have recognition programs for seniority, behavior, leadership, moments of life, among others.</li> <li>Financial wellness programs that will help you reach your goals in all stages of life.</li> <li>A flexibility program that will allow you to balance your personal and work life, adapting your working day to your lifestyle.</li> <li>And because your family is also important to us, they can also enjoy benefits such as our Wellness Line, thousands of Agreements and Discounts, Scholarship programs for your children, Aid Plans for different moments of life, among others.</li> </ul> <p> </p> <p>We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We respect and value diversity as a work force and innovation for the organization.</p>