Full Stack Engineer

Mondelēz International; Mumbai; On-site; INR 2,600,000 - 4,800,000; Full time

Job summary

Mondeléz International Digital Services seeks an experienced professional to lead techno-functional design for Customer Care within OTC processes. You will translate business needs into scalable product capabilities, defined data requirements, and robust workflows, collaborating with SAP and cross-functional teams to deliver value across global operations.

You will shape the product roadmap, drive analytics and process improvement, and manage vendors to ensure high-quality, cost-effective

Qualifications

• 7–10+ years across Customer Care / OTC in FMCG.
• Hands-on techno-functional solution design experience.
• 5+ years SAP design experience across OTC processes.
• Experience with process mining tools such as Celonis.
• Experience with AI-enabled service capabilities.
• Proven experience guiding large-scale transformation.

Responsibilities

• Shape the evolution of the Customer Care product across OTC to improve service effectiveness.
• Translate business needs into scalable product capabilities, processes and data requirements.
• Define how the product enables better customer interaction and workflow management.
• Ensure product design aligns with SAP and cross-functional systems.
• Partner with architecture, integration, data and delivery teams to implement solutions.
• Help shape the product roadmap balancing priorities and feasibility.
• Drive continuous improvement using data analytics and digital capabilities including AI.
• Support successful delivery with clear requirements and testing.
• Manage external vendors and SI partners to ensure fit-for-purpose delivery and cost control.
• Bring market benchmarking to keep the product vision current and competitive.

Skills

OTC processes

SAP design

Techno-functional design

Process mining

AI in services

Transformation programs

Education

University degree

Tools

Celonis

Job description

Job Description

Are You Ready to Make It Happen at Mondeléz International?

Join our Mission to Lead the Future of Snacking. Make It Matter.

As part of Mondeléz International Digital Services, you have leadership responsibility for a specific discipline that may include partnering with leaders in sales, finance, marketing, customer service and logistics, procurement, HR etc. You are part of a team that delivers best-in-class service and value creation to their clients and that always strives for operational excellence.

How You Will Contribute

You will work with others to ensure that processes are understood and that changes are effectively implemented. To excel in this role, you will keep a close track on actions and issues and ensure they are resolved on a timely basis. In addition, you will be responsible for ensuring that services are provided and measured, including vendor management, contract management and service level agreements, offer suggestions to other stakeholders to enhance the experience strategy, ensure value delivery using performance metrics and analysis, and work with others to achieve operational excellence and continuous improvement to ensure customer-focused delivery of services.

What You Will Bring

A desire to drive your future and accelerate your career. You will bring experience and knowledge in:

• Working in a project-driven organization
• Managing multiple and diverse stakeholders
• Your specific discipline (in-depth)
• Change management and governance processes
• Influencing and communicating with others
• Presentation skills
• Compliance and controls (experience in audits or part of programs where compliance is important)
• Working effectively in a constantly changing environment and using initiative and personal resourcefulness

Job Profile Summary

As part of Mondeléz Digital Services, you will play a key techno-functional role within the Customer Care product team, shaping customer care capabilities across process, technology, data, and service operations.

Customer Care is focused on improving how we serve customers, reducing friction, and strengthening execution against customer and business priorities across the OTC chain, including exception management across order management, fulfilment, delivery, invoicing, query management, and cross-functional coordination.

You will translate customer care needs into scalable product capabilities, workflows, functional requirements, data requirements, and integration designs. This role requires strong hands‑on SAP design experience to enable the customer care solution, including the underlying OTC processes, data structures, integrations, and system dependencies, even where the end solution is delivered through platforms beyond SAP.

It requires a combination of technical depth, techno-functional design capability, and strategic thinking to shape scalable product solutions and support large-scale transformation across process and technology in complex global environments.

Roles & Responsibilities

• Shape the evolution of the Customer Care product across OTC to improve service effectiveness, reduce friction, and strengthen execution
• Translate business needs and operational pain points into scalable product capabilities, process requirements, data needs, and technology design inputs
• Define how the product should enable better customer interaction, workflow management, visibility, collaboration, and exception handling across the OTC chain
• Ensure product design is grounded in the realities of OTC processes, related functional systems like SAP, relevant data, and cross-functional dependencies
• Partner with business, product, architecture, integration, data, and delivery teams to turn requirements into fit-for-purpose solutions
• Help shape the product roadmap by balancing strategic priorities, operational value, standardization opportunities, and technical feasibility.
• Drive continuous improvement through stronger use of process insight, data, analytics, and digital capabilities, including AI where relevant
• Support successful delivery through clear requirements, strong design traceability, testing support, and resolution of design or process issues
• Manage and challenge external Vendors and SI Partners to ensure fit-for-purpose delivery, strong design quality, and disciplined cost control aligned with Product and Program priorities.
• Bring an external market and benchmark perspective, leveraging sources such as Hackett, Gartner, and broader industry practices, to keep the product vision current and continuously inject ideas that strengthen service capability and competitive advantage.

Required Experience

• 7–10+ years of experience across Customer Care / Customer Service / OTC in complex FMCG environments.
• Strong experience across customer-facing and service-related OTC processes, including order management, fulfilment, delivery, invoicing, query management, exception handling, and cross-functional issue resolution.
• 7+ years of hands‑on techno-functional solution design experience, translating business needs into product capabilities, workflows, functional specifications, data requirements, integration requirements, and scalable technology-enabled solutions.
• 5+ years of strong hands‑on SAP design experience across OTC processes, including process flows, configuration implications, data structures, integration touchpoints, and end-to-end solution design support.
• Proven experience working closely with architecture, integration, product, and delivery teams to shape and implement fit-for-purpose solutions.
• Strong understanding of OTC-relevant master and transactional data, and ability to use this to support product design, visibility needs, workflow requirements, reporting, and process mining opportunities.
• Experience with process mining / operational analytics tools such as Celonis.
• Experience with AI-enabled service capabilities, including intelligent triage, summarization, recommendations, automation, and agent assist, and the ability to translate these into product and workflow requirements.
• Proven experience in large-scale transformation across process and technology.
• Demonstrated ability to combine strategic thinking with hands-on delivery, shaping scalable solutions aligned with longer-term product and service priorities.

Education / Certifications

• University degree, preferably in Business, Information Systems, Supply Chain, Engineering, or a related field.

No Relocation support available

Business Unit Summary

At Mondeléz International, our purpose is to empower people to snack right by offering the right snack, for the right moment, made the right way. That means delivering a broad range of delicious, high-quality snacks that nourish life's moments, made with sustainable ingredients and packaging that consumers can feel good about.

We have a rich portfolio of strong brands globally and locally including many household names such as Oreo, belVita and LU biscuits; Cadbury Dairy Milk, Milka and Toblerone chocolate; Sour Patch Kids candy and Trident gum. We are proud to hold the top position globally in biscuits, chocolate and candy and the second top position in gum.

Our 80,000 makers and bakers are located in more than 80 countries and we sell our products in over 150 countries around the world. Our people are energized for growth and critical to us living our purpose and values. We are a diverse community that can make things happen—and happen fast.

Mondeléz International is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation or preference, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Job Type

Regular

Experience Management

Global Business Services