Customer Support Latam Lead

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 As LATAM Customer Service Director, this role is accountable for defining and executing the end-to-end Customer Service and Order Management strategy across LATAM, spanning Brazil, Mexico, Andean, Caricam, and SOCO business units. Reporting to the Global Customer Support Lead, the role leads a large-scale, multi-year transformation agenda focused on standardizing processes, accelerating GCC adoption, deploying digital and AI-enabled capabilities, and building a scalable service model that drives superior customer experience, productivity, and revenue growth. The role provides strategic leadership for a function supporting more than $12B in Net Revenue, 19 Market Units and approximately 200 FTEs, and millions of customer transactions across diverse markets and operating models. It is accountable for transforming fragmented, market-specific processes into a globally aligned Customer Support model, leveraging technologies such as PEP Order Engine, Process Mining (Celonis), AI, and Engage CX to drive automation, improve service outcomes, increase touchless processing, and enable data-driven decision-making. As a senior LATAM Supply Chain leader, this position partners closely with Sector, Business Unit, Commercial, Planning, Logistics, Digital, and Global Customer Support teams to define future-state operating models, govern strategic transformation programs, and deliver productivity, service, and capability-building objectives. The role is responsible for driving operational excellence, establishing governance and service standards, implementing differentiated Premium+ service strategies, and unlocking step-change improvements in customer satisfaction, speed, efficiency, and cost-to-serve across the region. The position also serves as the key leader for GCC expansion, organizational capability development, and cross-market best practice deployment, ensuring LATAM evolves from localized execution to a standardized, technology-enabled, globally scalable customer service capability Your Impact As 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. Strong strategic thinking with the ability to scale operations while preserving premium service quality. Exceptional communication, relationship-building, and stakeholder management skills. Working knowledge of order processing and order life-cycle in a dynamic Supply Chain Ability to positively influence teams outside of direct responsibility and across multiple business units Working knowledge of SAP solutions Ability to influence leadership and operate in a matrix environment Capable of leading a remote work group and being managed by a remote manager Utilize technical/functional knowledge that creates opportunities and solves business problems Proficiency using PC-based applications such as Microsoft Excel, PowerPoint, Word and alternate meeting technology Strong strategic ability Ability to identify business issues and generate solutions Self-starter with attention to detail Solid verbal and written communication skills Ability to manage multiple competing priorities 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 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 organizatio