CUSTOMER SERVICE SR MANAGER

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

 

Lead the Brazil Customer Service organization, owning service performance, customer collaboration, and order fulfillment excellence across all channels. Drive strategic initiatives with customers, strengthen cross-functional governance, and integrate local operations with the Global Capability Center (GCC) to accelerate digital transformation, standardization, operational efficiency, and business growth.

 

Your Impact

 

1. Customer Service Performance

Own end-to-end Customer Service performance across Brazil, ensuring best-in-class service levels, OTIF, order fulfillment excellence, and customer satisfaction across all sales channels.

2. Customer Collaboration

Lead collaborative planning and execution with key customers to improve product availability, reduce out-of-stocks, optimize inventories, and drive mutually beneficial service and cost outcomes.

3. Customer Logistics Projects

Lead strategic customer logistics initiatives, developing innovative supply chain solutions that enhance operational efficiency, strengthen customer partnerships, and support business growth.

4. Cross-functional Integration

Drive alignment across Commercial, Supply Planning, Manufacturing, Logistics, Finance, and Digital teams to ensure integrated decision-making and execution of Customer Service priorities.

5. GCC Integration

Lead the integration between Brazil Customer Service and the Global Capability Center (GCC), ensuring effective governance, process standardization, capability development, and successful transition of activities.

6. Digital Transformation

Champion digital transformation and continuous improvement initiatives by leveraging automation, analytics, AI, and digital capabilities to enhance service performance, productivity, and customer experience.

7. Service & Cost Optimization

Balance customer service excellence with supply chain cost optimization, identifying opportunities to improve efficiency while maintaining business continuity and service commitments.

8. Leadership & Governance

Build and develop a high-performing Customer Service organization, establishing strong governance, performance management, talent development, and a culture of accountability, collaboration, and continuous improvement.

9. Business Strategy

Translate business strategy into Customer Service priorities, influencing executive stakeholders and ensuring service capabilities support sustainable growth, customer competitiveness, and long-term business objectives. 

Qualifications

Who Are We Looking For?

 

Extensive leadership experience in Customer Service, Supply Chain, or Customer Operations within complex multinational organizations, with accountability for service performance and business results.

 Strong end-to-end Supply Chain expertise, with the ability to integrate Customer Service, Planning, Logistics, Commercial, and Manufacturing into a unified operating model.

 Proven experience leading large-scale transformation programs, including operating model redesign, Global Capability Center (GCC) integration, process standardization, and digital transformation.

 Executive stakeholder management and influence, with demonstrated ability to align senior leaders across global, regional, and local organizations in a highly matrixed environment.

 Advanced customer collaboration capabilities, building strategic partnerships with key customers to improve service, reduce supply chain costs, optimize inventories, and drive joint business growth.

 Strong business and financial acumen, balancing customer service, cost, inventory, productivity, and working capital to maximize enterprise value.

 Advanced analytical and data-driven decision-making skills, leveraging digital tools, automation, AI, and predictive analytics to improve operational performance.

 Experience leading high-performing organizations, fostering talent development, accountability, continuous improvement, and organizational capability building.

 Strong communication, negotiation, and change leadership skills, with the ability to influence executive audiences and lead organizations through complex transformations.

 

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.