People Operations Assistant Analyst

PepsiCo Inc.; San Nicolás de los Garza; On-site; MXN 300,000 - 420,000; Full time

Benefits offered by this job

Flexibility program

Wellness benefits

Scholarship programs for children

Employee discounts

Job summary

PepsiCo Inc. is seeking a People Operations Assistant Analyst to support North America employees through chat and case management channels, ensuring timely resolution and a positive experience. You will handle inquiries, document cases, and collaborate with teams to improve processes.

The role emphasizes process improvement, performance monitoring, and strong English communication in a fast-paced environment. North America coverage may require flexible hours and cross-functional collaboration.

Qualifications

• Bachelor’s degree or equivalent.
• Advanced English proficiency with strong written and verbal communication.
• Experience in customer service, help desk, or case management environments.
• Strong analytical and problem-solving skills with ability to identify root causes.

Responsibilities

• Provide employee support via chat, case management, and service channels.
• Manage requests from intake to resolution with timely follow-up.
• Research and resolve inquiries in line with policies.
• Maintain accurate case documentation and communications.
• Collaborate with cross-functional teams to resolve issues and improve service.

Skills

Advanced English

Customer service

Analytical thinking

Communication

Multi-tasking

Education

Bachelor’s degree

Tools

ServiceNow

Microsoft Office

Job description

Overview

CAREERS TO SMILE ABOUT

At PepsiCo, you’ll discover a place where our mission is to create smiles around the world. With a portfolio of more than 500 beloved brands including, Gatorade, Lay’s and Quaker, our work touches millions of people every day.

At the heart of the company is a team of thinkers, creators, and problem-solvers who collaborate to innovate and turn ideas into action. Driven by innovation and a focus on creating joyful moments through food and drinks, our decisions are guided by consumer centricity, creating opportunities for our associates to do meaningful work and make a lasting impact in the communities we serve.

Whatever your role, you’ll be part of a global community that values your ideas and empowers you to make an impact, on your career and on the world around you.

Responsibilities

The Opportunity

The People Operations Assistant Analyst is responsible for providing support to North America employees through chat and case management channels, ensuring timely resolution of inquiries and a positive employee experience. It focuses on managing employee requests, solving operational issues, maintaining service quality, and identifying opportunities to improve processes and operational efficiency.

Your Impact

As a People Operations Asst Analyst, your functions would consist of:

• Provide support to employees through chat, case management, and other approved service channels.
• Manage employee requests from intake through resolution, ensuring timely follow-up and case closure.
• Research and resolve employee inquiries while ensuring compliance with established processes and policies.
• Maintain accurate case documentation and communication with employees and stakeholders.
• Collaborate with cross-functional teams to facilitate issue resolution and service delivery.
• Monitor workload, service levels, and operational performance to support business objectives.
• Identify trends, process gaps, and opportunities for continuous improvement.
• Develop and maintain knowledge management documentation and operational resources.
• Support operational projects, testing, and process improvement initiatives.
• Escalate complex issues and risks in accordance with established procedures.

Qualifications

Who Are We Looking For?

Required Qualifications

• Bachelor’s degree required
• Advanced English proficiency (written and verbal), with excellent grammar, spelling, and professional communication skills.
• Experience in employee support, customer service, help desk, shared services, or case/request management environments.
• Strong analytical and problem-solving skills with the ability to identify root causes and recommend effective solutions.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with employees, stakeholders, and cross-functional teams.
• Strong organizational skills, attention to detail, and the ability to manage multiple requests simultaneously in a fast-paced environment.
• Intermediate proficiency in Microsoft Office applications, including Excel, Outlook, Teams, and Word.
• Experience using ticketing, case management, or service management platforms (e.g., ServiceNow or similar tools) is a plus.

Working Conditions and Role Scope

• The role supports North America operations and may require schedule flexibility within established service hours and business coverage needs.
• Work volume may fluctuate based on seasonal demand, organizational activity, process changes, or project implementations.
• Responsibilities may evolve based on business need and operating model changes.

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.