Associate Director-Omnichannel & Delivery Strategy Lead (Enterprise Service Management)

Job description

Overview

The Enterprise Service Management (ESM) organization has been established to define, implement and manage Service and Process Excellence as well as Experience Excellence, supported by a strong Knowledge and Content Management discipline, across PepsiCo enterprise. From the organizational perspective ESM is part of the GBS organization but its remit goes beyond GBS, i.e. across all organizations providing internal services within Pepsico (e.g. IT).

 

The Enterprise Service Management Services Omnichannel Delivery & Support Lead for Enterprise Service Management (ESM) COE team works with key partners & stakeholders across PepsiCo to enable a common, consistent, and intuitive user experience. Primary accountability is to define and implement an omnichannel service delivery strategy to ensure seamless and consistent employee experiences across various channels, including web, mobile, chat/chatbot, IVR, and in-person interactions. This will include the standardization of the tiered support model across various help desks and operational teams (in IT, HR, etc.), direct access (i.e. self-serve / self-solve) strategy and approach, chat to agent, chat-bot (incl. concierge bot) product ownership.

Responsibilities

Develop and implement an omnichannel service delivery strategy to ensure seamless and consistent employee experiences across various channels, including web, mobile, chat/chatbot, IVR, and in-person interactions.

 

Define and implement a common, standardized tiered support model across various help desks and operational teams (in IT, HR, etc.)

 

Define and implement an approach for enabling and expanding direct access (i.e. self-serve / self-solve) for employee engagement in the new mypepsico (i.e. the new converged intranet and services portal)

 

Product owner for chat-bot (incl. concierge bot) and chat to agent.

 

Collaborate with cross-functional teams to identify and prioritize employee touchpoints, ensuring a holistic and integrated approach to service delivery.

 

Partner with Enterprise and Business architects and Business partners to identify requirements & solutions to support omnichannel service capabilities.

 

Continuously monitor and analyze employee feedback and data to identify areas for improvement and optimize the omnichannel service experience.

 

Partner with IT teams to ensure the integration of various systems and technologies required for effective omnichannel service delivery.

 

Provide training and support to Pepsico Service delivery teams on best practices for delivering exceptional service across different channels.

 

Stay up to date with industry trends and emerging technologies to drive innovation and enhance our omnichannel service offerings.

 

Present strategy, recommendations and solutions clearly and concisely and focus on key points to portray the intended message or purpose

 

Advocate and drive adoption of defined operating principles and “best practices” to ensure standardization of service delivery across the enterprise

 

Apply strategic and analytic thinking in order to define practical solutions that align with Enterprise Service Management strategy

 

Effectively manage priorities, deliverables and timelines with little need for escalation

Support the business functions in implementing the ServiceNow features and functionalities through the functional releases, as per agreed roadmap.

 

Qualifications

·  8 to 10 years experience in relevant roles such as Service design, Service desk, Service delivery, business architecture, or Process design with 3 to 5 years experience specifically in designing, configuring, or implementing ServiceNow
·  Broad experience with support models for Help/Service desks
·  Broad Experience with chat bot and concierge bot technologies (e.g. ServiceNow, OneReach.ai, etc.), with proven experience in successfully implementing them
·  Experience applying strategic frameworks to analyze complex business challenges
·  Ability to make business recommendations and successfully implement them across an organization
·  Ability to gain support for new ideas and align stakeholders. Organizational change Management experience is a plus
·  Prior experience in management, business, or technology consulting
·  Bachelor’s degree required
·  Exceptional communication skills, written skills, and business acumen
·  Experience with Design thinking methods and UX design preferred
·  Knowledge of Lean Six Sigma, or similar methodologies, a plus.