Digital Product Assoc Manager (Customer Success Engineer)

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

The Digital Products and Applications team within PepsiCo's global Strategy and Transformation group is tasked with articulation of the vision, execution and implementation of PEP's next generation global digital products and data infrastructure. Digital Product Management is not only responsible for creating roadmaps, delivering data and software solutions but will also be responsible for the resultant business improvement and outcomes.

Product Owner, Content Network Role Overview:The Content Network Customer Success Engineer will be the primary interface for day-to-day interaction between the Product Group and the Content Network transformation team, interacting with end users, internal development teams, program stakeholders, as well as vendors.

As the main point of contact of PepsiCo Digital Asset Management and Creative Storage products, this role will be focused on partnering with the Content Network end user support and ensuring capability for:

• Report directly to the Sustain Lead on objective and strategic planning activities & service improvement execution
• Partner with other Customer Success Engineers & Sustain Engineers on analysis, reporting and collaborating with external team assessing risk and release planning, vendor management planning and ITSM productivity execution objectives
• Partner with Site Reliability Engineers on problem management tracking, resolution and automation ideation & execution

Given the complexities of the digital landscape and the priority placed on it by the business, this role will require a high degree of expertise navigating and triaging solutions that deliver on user needs and drive the business forward – all while driving stability and reducing unplanned downtimes and managing to Service Level Agreements. The ideal candidate will combine customer service skills and experience with Digital Asset management, creative content processes and next generation content strategies within a Fortune 500 commercial organization and supporting and improving the overall operations of the digital products.

Your Impact

As Digital Product Assoc Manager your scope would consist of:

Product Design and Development

• Drive the strategy and operational execution of the Content Network product suite, ensuring long-term sustainability and adoption.
• Partner with Content Network transformation teams and technical stakeholders to refine product strategy, design, and roadmap.
• Serve as a subject matter expert (SME) on Content Network products
• Work closely with technical teams to define user stories, prioritize development, and guide feature enhancements that align with business needs.
• Identify blockers, assess trade-offs, and provide recommendations to optimize user experience, deployment timelines, and overall product effectiveness.
• Lead content network solution design efforts, ensuring alignment with business objectives and securing stakeholder approvals.

Product Definition and Capability Release

• Facilitate discussions between cross-functional business and technical teams to gather product requirements and use cases.
• Partner with business owners to prioritize user stories while ensuring engineering teams can maintain technical feasibility and sprint efficiency.
• Maintain a well-groomed backlog to balance product advancement with end-user change adoption.
• Collaborate with the capability owner to develop change management plans, ensuring smooth rollout and adoption of new capabilities.
• Provide research and insights to further refine the Content Network product vision and functionality.
• Partner with Salesforce development teams and S&T product teams to establish best practices for integrations and feature deployment.
• Oversee UAT (User Acceptance Testing), working with dedicated testers to validate acceptance criteria and ensure high-quality product launches.

Ensuring Product Success & Growth

• Oversee the entire product lifecycle, from planning and execution to ongoing maintenance and enhancement.
• Leverage insights from prior product iterations to continuously optimize Content Network capabilities.
• Maintain and update the Content Network Wiki, ensuring documentation consistency across all product releases.
• Draft release notes and communications for stakeholders and end users, ensuring clear understanding of new capabilities and updates.

Key Responsibilities

• Direct collaboration with content network leadership team creating roadmaps and assuming responsibility for E2E product provision.
• Troubleshoot and resolve configuration or access issues, ensuring seamless functionality and performance across platforms.
• Provide technical support to internal users, addressing asset upload issues, metadata inconsistencies, sync problems, and access or permission requests.
• Ensure platform stability and performance by conducting regular health checks, managing user activity logs, and recommending system optimizations.
• Collaborate with IT, Marketing, and Content teams
• Manage integrations with connected platforms, ensuring accurate metadata mapping and data consistency.
• Monitor service levels and incident trends, using insights to drive proactive maintenance, improved documentation, and long-term resolution strategies.
• Support strategic planning, platform roadmap reviews, and service improvement efforts in partnership with the Sustain Lead.

Qualifications

¿Who Are We Looking For?

• Bachelor’s Degree.
• Full Professional Proficiency in English
• At least 5 years of operations support and incident management with experience creating ITSM metric reports & service improvement plans, working with cross-functional teams in a highly matrixed environment, or relevant experience in a technological function
• Minimum of 3 years of leadership and /or influencing experience
• Experience in planning and executing product transition to sustain methodologies and driving standard processes across the organization
• Strong knowledge and experience in agile methodologies, experience working with multiple scrum teams on simultaneous builds
• Strong experience driving and iterating products and highly technically integrated environments
• Technical Expertise Required
• Experience working with ServiceNow (operational and techinical knowledge)
• Experience in configuring workflows, automation, and platform customizations.
• Ability to diagnose and resolve configuration issues across applications.
• Service Now ITSM Incident Management & Reporting
• Basic Scripting / Automation- PowerShell, Python, or Bash for automating repetitive tasks or alerts. Familiarity with APIs for integrations or automation.
• Desireable: Knowledge of DAM/Bynder, Lucid Link & ADO

Experience:

• Excellent communication skills, both verbal and written, along with the ability to influence and demonstrate confidence in communications with senior level management.
• Positive and flexible attitude to enable adjusting to different needs in an ever-changing environment.
• Strong leadership, organizational and interpersonal skills; comfortable managing trade-offs.
• Proactively drives impact and engagement while bringing others along.
• Ability to lead others without direct authority.

If this is an opportunity that interests you, we encourage you to apply even if you do not meet 100% of the requirements.

What can you expect from us:

• 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.
• We love to celebrate success, which is why we have 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, adapting your working day to your lifestyle.
• 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.

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.