People Operations Assistant Analyst — Employee Support

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

Benefits offered by this job

Learning programs

Wellness programs

Flexible working options

Employee discounts

Job summary

PepsiCo is seeking a People Operations Assistant Analyst to support North America employees via chat and case management. You will manage requests from intake to resolution, ensure timely follow-up, and maintain quality service.

This role emphasizes process improvement, knowledge management, and collaboration with cross-functional teams to enhance employee experience and operational efficiency.

Qualifications

• Bachelor's degree required.
• High-level English written and verbal communication.
• Experience in employee support, help desk, or case management environments.
• Strong analytical and problem-solving abilities with root-cause analysis.
• Excellent communication and collaboration with cross-functional teams.
• Good organizational skills and multi-tasking in a fast-paced environment.

Responsibilities

• Provide chat and case management support to North America employees.
• Manage employee requests from intake to resolution with timely follow-up.
• Research and resolve inquiries in compliance with processes.
• Maintain accurate case documentation and stakeholder communication.
• Collaborate with cross-functional teams to deliver service.
• Monitor workload and service levels to meet objectives.
• Identify trends and gaps for process improvements.
• Develop and maintain knowledge management resources.
• Support projects, testing, and process improvements.
• Escalate complex issues per procedures.

Skills

Advanced English proficiency

Communication skills

Analytical thinking

Organizational skills

MS Office (Excel/Outlook/Teams/Word)

Ticketing/case management tools

Education

Bachelor’s degree

Tools

ServiceNow or similar tool

Job description

PepsiCo is seeking a People Operations Assistant Analyst to support North America employees via chat and case management. You will manage requests from intake to resolution, ensure timely follow-up, and maintain quality service.

This role emphasizes process improvement, knowledge management, and collaboration with cross-functional teams to enhance employee experience and operational efficiency.