LatAm Customer Service Director — AI-Driven Premium Support

PepsiCo Inc.; México; Hybrid; MXN 260,000 - 360,000; Full time

Benefits offered by this job

Flexible working arrangements

Wellness program

Job summary

PepsiCo Inc. is seeking aLATAM Customer Service Director to shape end-to-end order management across LATAM, including Brazil, Mexico, Andean, Caricam, and SOCO.

You will drive a multi-year transformation using AI-enabled capabilities and a globally aligned service model to boost customer experience, productivity, and revenue growth. You will lead a large team, partner with sector leaders, and implement governance, metrics, and premium service standards to scale our regional operations while

Qualifications

• Bachelor’s degree in Business/Operations Management, Engineering or related field.
• 10+ years in customer service or operations, with 5+ in senior leadership and people management.
• Fluency in English and Portuguese, written and spoken.
• Experience in multinational companies.
• Strong analytics and performance-management skills.
• Experience with CRM, contact-center platforms, and digital service solutions.
• Understanding of customer-support metrics and executive communications.
• Strategic thinking with the ability to scale operations while preserving premium service.
• Excellent communication and stakeholder management abilities.
• Ability to influence across multiple business units and operate in a matrix environment.

Responsibilities

• Develop and execute LATAM Customer Service and Order Management strategy.
• Lead end-to-end processing, case management, and new digital tech adoption.
• Hire, mentor, and develop the LATAM team for premium service delivery.
• Define and track KPIs; drive continuous improvement and root-cause analysis.
• Engage with business units to mitigate delivery risks and align with sales.
• Respond to marketplace demands with deep process and systems knowledge.
• Innovate analytics and business processes to improve service levels.
• Close efficiency gaps and ensure remote team engagement and governance.
• Develop talent and succession plans across LATAM.

Skills

Leadership

People management

Strategic thinking

Analytical skills

Stakeholder management

Communication

Cross-functional collaboration

Remote leadership

Problem solving

Change management

Education

Bachelor’s Degree in Business/Operations Management or Engineering

MBA preferred

Tools

CRM platforms

SAP

Microsoft Excel

PowerPoint

Word

Job description

PepsiCo Inc. is seeking aLATAM Customer Service Director to shape end-to-end order management across LATAM, including Brazil, Mexico, Andean, Caricam, and SOCO.

You will drive a multi-year transformation using AI-enabled capabilities and a globally aligned service model to boost customer experience, productivity, and revenue growth. You will lead a large team, partner with sector leaders, and implement governance, metrics, and premium service standards to scale our regional operations while