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 Integral 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 Cha

📌 LATAM Customer Service Director (Miguel Hidalgo)
🏢 PEPSICO
📍 Miguel Hidalgo