Latam Customer Support Lead

PepsiCo Deutschland GmbH; Ciudad de México; Presencial; MXN 1,459,000 - 1,825,000; Jornada completa

Descripción de la vacante

A leading food and beverage company is seeking a LATAM Customer Service Lead in Mexico City. The candidate will oversee staffing and service strategies, aligning operations across multiple teams. Ideal applicants will have over ten years in customer service roles, including management experience, and must be fluent in English. The role offers opportunities for professional development and flexibility in a diverse workplace.

Servicios

Opportunities for personal development

Recognition programs

Financial wellness programs

Work-life balance flexibility

Formación

• 10+ years of experience in customer service or operations, including 5+ in leadership.
• Strong experience with metrics, reporting, and performance management.
• Deep understanding of customer support metrics and cross-functional collaboration.

Responsabilidades

• Optimize customer service staffing and order processing.
• Develop strategy for premium service in LATAM.
• Drive end-to-end customer order processing.

Conocimientos

Analytical skills

Fluent in English

Experience with CRM systems

Educación

Bachelor’s Degree in Business/Operations Management or Engineering

MBA preferred

Herramientas

CRM platforms

Contact center platforms

Descripción del empleo

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

As LATAM Customer Service Lead the role will be accountable for supporting the LATAM Customer Service Leaders in the execution of Customer ordering processes across multiple teams and business units.

Your Impact

As LATAM Customer Support Lead your scope would consist of

• Ensure the Customer Service function continually optimizes staffing, schedules and activities that enable timely and seamless order processing across the entire Supply Chain.
• Develop & deploy strategy & execution of premium service for LATAM aligning with other sector leads for people, processes and new technology to provide an enhanced, Proactive service model - Accountable.
• Lead the team responsible to drive end-to-end processing of customer orders & case management & new digital technology including AI in line with the premium + service offering – Accountable.
• Hire, Mentor and develop LATAM team committed to delivering exceptional Premium service - Responsible.
• Define and track relevant metrics across key performance indicators (KPIs) to ensure strong performance management. Work with CS Excellence lead to develop a continuous improvement culture with diligent root cause analysis – Responsible.
• Quickly engage with business units to identify, interpret, and set mitigation plans in place to ensure sales deliveries to all Premium customers.
• Respond to marketplace demands through an in-depth understanding of order processing practices and complex system technology.
• Initiate innovation and development of new analytics and business processes to improve service levels and drive efficiency.
• Identify areas for improvement and close efficiency gaps regarding customer service and order processing.
• Ensure support and engagement with CSRs and CSR managers while working with a potentially remote, virtual team.
• Develop team talent and capability build and ensure succession plans are in place.

Qualifications

Who Are We Looking For?

• Bachelor’s Degree in Business/Operations Management, Engineering or applicable degree required. MBA preferred.
• 10+ years of experience in customer service or operations, including 5+ in a senior leadership with people management role. English Fluency both written and verbal required; Spanish would be an asset.
• Experience in multinational companies.
• Strong analytical skills and experience with service metrics, reporting, and performance management.
• Experience with CRM, contact center platforms, and digital service solutions.
• Deep understanding of customer support metrics, executive communications, and cross-functional collaboration.

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 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.