Customer Success Lead - IBP (Sustain & Operations)

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

PepsiCo’s Sustain & Operations team, as part of the Digital Products and Application (DPA) organization, delivers and sustains digital products across Strategy and Transformation’s core priorities to accelerate PepsiCo’s digital transformation. One of the key remits of the Customer Success team within the organization is to drive adoption and operational excellence of digital products by ensuring an optimal end-user experience through timely resolution of incidents and application downtime. This is a PMF (Mexico) market lead operations manager role.

Your Impact

As Customer Success Engineer - Sustain & Operations your scope would consist of:

1. Direct supervisor of a single team of Sustainment Engineers (SEs). Quarterback optimal end-user product experience, fielding technical problem/incident resolution in a timely manner for all sustain issues that may arise.
2. Manages the transition of products from Hypercare to Production Support (Transition to Sustain). Reviews SLAs (e.g., uptime, system performance, defect resolution, nightly data pipeline completion, etc.) to confirm they align with business requirements.
3. Handles incident response. Holds post-mortems to help SEs learn and grow.
4. Properly report sustain status to business and program leadership in the required frequency. Reporting to include System Stability and Usage Statistics, as well as updates on the Change Request Backlog.
5. Through your team, ensure all relevant SLAs are met, including but not limited to: uptime, system performance, defect resolution and nightly data pipeline completion.
6. Act as the single point of contact for any and all sustain related items for Product & Market Leadership, building a strong working relationship.
7. For future Product deployments, size / establish required sustain organization (adding team and resources to current sustain organization) and manage transition to sustain to properly support business during and after Hypercare.
8. Interface with Product, Service Design, IT, Data Engineering and Data Science regarding customer/end-user feedback to shape future product roadmap and help drive adoption.
9. Own the Market Change Request backlog and work with Product Managers to review, approve, prioritize and schedule ongoing improvements.
10. Establish post-deployment adoption activities to closely monitor the technical health and performance of digital products.
11. Develop a trusted advisor relationship with Product Owners, Technical Program Managers, Software Reliability Engineering teams, and business stakeholders.
12. Identify and implement key incident prediction and prevention opportunities to drive faster mean-time-to-resolution.
13. Frequent communication with program leadership to sustain and shape product lifecycle, and requires to nimbly switch between strategic and tactical initiatives to achieve technical, and business goals.
14. Execute IT Service Management (ITSM) processes and interact with ServiceNow, Terraform, Octopus, AKS, Python, AppDynamics/Datadog/ELK Stack, Pager Duty or other AIOps toolsets.

Qualifications

Who Are We Looking For?

1. 8 years of work experience, or 3-5 years of experience as a Sustain Lead / Customer Success Manager, either in CPG industry or with a Top-Tier consulting firm.
2. Good understanding around Supply chain functions and O9 Solutions.
3. The ideal Customer Success Manager will be highly quantitative, have great judgment, able to connect dots across workstreams, and efficiently work cross-functionally across teams to ensure software is meeting customer/end-user expectations.
4. The Customer Success Manager will take a pragmatic approach resolving software incidents, including the ability to triangulate root causes and work effectively with external and internal teams to meet objectives.
5. Exceptional business relationship skills including the ability to communicate effectively both internally and externally. You can communicate complex technical data to a non-technical person in a concise, clear, and easily understood manner.
6. A firm understanding of SRE (Software Reliability Engineering) and IT Service Management (ITSM) processes with a track record for monitoring and triaging software incidents. You recognize the difference between resolving incidents and providing a seamless customer/end-user experience.
7. Experience in leading high-performing teams.
8. Deep hands-on technical expertise, excellent verbal and written communication skills, sharp analytical abilities and proven process engineering skills.

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?

1. Opportunities to learn and develop every day through a wide range of programs.
2. Internal digital platforms that promote self-learning.
3. Development programs according to Leadership skills.
4. Specialized training according to the role.
5. Learning experiences with internal and external providers.
6. We love to celebrate success, which is why we have recognition programs for seniority, behavior, leadership, moments of life, among others.
7. Financial wellness programs that will help you reach your goals in all stages of life.
8. A flexibility program that will allow you to balance your personal and work life, adapting your working day to your lifestyle.
9. 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.