LATAM Customer Experience & Growth Director

PepsiCo; Ciudad de México; Híbrido; MXN 3.500.000 - 5.500.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible work program

Wellness benefits

Scholarships for children

Discount programs

Learning opportunities

Descripción de la vacante

PepsiCo LATAM Customer Service Director leads the end-to-end Customer Service and Order Management strategy across Latin America, including Brazil, Mexico, Andean, Caricam, and SOCO units. The role drives a large transformation using PEP Order Engine, Celonis, AI, and Engage CX to standardize processes and enable data-driven decisions.

Reporting to Global CS Lead, the director oversees a team of ~200 FTEs and supports over $12B in net revenue, building a scalable, premium service model with

Formación

• Bachelor's degree in Business/Operations Management, Engineering or applicable field.
• MBA preferred or equivalent leadership experience.

Responsabilidades

• Define and execute end-to-end Customer Service and Order Management strategy for LATAM.
• Lead a large-scale transformation to standardize processes and deploy digital capabilities.
• Drive productivity, service quality, and cost-to-serve improvements across 19 markets.

Conocimientos

Leadership

Strategic thinking

Analytical skills

Stakeholder management

Communication skills

Educación

Bachelor's Degree

MBA preferred

Herramientas

CRM systems

SAP

Celonis

AI tools

Descripción del empleo

PepsiCo LATAM Customer Service Director leads the end-to-end Customer Service and Order Management strategy across Latin America, including Brazil, Mexico, Andean, Caricam, and SOCO units. The role drives a large transformation using PEP Order Engine, Celonis, AI, and Engage CX to standardize processes and enable data-driven decisions.

Reporting to Global CS Lead, the director oversees a team of ~200 FTEs and supports over $12B in net revenue, building a scalable, premium service model with