Full Stack Engineer

Mondelez International; Mumbai; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Mondelez International is seeking a senior Customer Care/OTC leader to shape scalable product capabilities across order management, fulfilment, and delivery. You will translate business needs into practical workflows and data requirements, partnering with architecture, data, and delivery teams to deliver fit‑for‑purpose solutions in a dynamic FMCG environment.

The role requires extensive SAP OTC design experience, process mining awareness, and a track record of delivering large transformations

Qualifications

• 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.

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.

Job description

Job Description

Are You Ready to Make It Happen at Mondelēz International? Join our Mission to Lead the Future of Snacking. Make It Matter. As part of Mondelēz 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 Mondelēz 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

Business Unit Summary

At Mondelēz 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. Mondelēz 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

At Mondelēz International, our purpose is to empower people to snack right through offering the right snack, for the right moment, made the right way. That means delivering a broader 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 – both global and local. 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 number 1 position globally in biscuits, chocolate and candy as well as the No. 2 position in gum Our 80,000 Makers and Bakers are located in our operations in more than 80 countries and are working to sell our products in over 150 countries around the world. They 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. Join us and Make It An Opportunity!