Executive Manager - ESM Omnichannel & Delivery Expert

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

The ESM Omnichannel & Delivery Expert will partner with service owners and capabilities across PepsiCo to deliver omnichannel functionality (chat, voice, VA, etc.) aligned to product vision and strategy, ensuring alignment with PepsiCo business objectives and aligned to the broader omni-channel strategy for ESM and the PepsiCo Digital Employee Experience (dEEX).

Digital Employee Experience (dEEX) is a broad initiative established in PepsiCo to transform how people interact with their workplace digital tools, allowing them to be engaged, proficient, and productive. In PepsiCo both office and frontline employees must use technology to do their jobs and hence dEEX is key to the overall employee experience.

The focus for this role will be implementing features based on business needs and value realization. Responsibilities include collaborating with stakeholders, gathering requirements, guiding the development teams, and ensuring product quality and user experience through thorough design, testing and governance. Additional duties include maintaining documentation, developing training materials, and providing ongoing business support.

• Assess & evaluate high level business requirements and services for fit within PepsiCo Enterprise Service management omnichannel solutions, both ServiceNow and other related solutions if necessary. Partner with product owners and make recommendations aligned to overarching ESM strategy, and ServiceNow release/Product roadmaps.
• Manage product demand and prioritize backlog based on business needs, speed to value, technical feasibility, and user desirability.
• Collaborate with key business stakeholders globally across the enterprise to gather requirements and be the liaison between business and the delivery team teams. Participate in discovery interviews with stakeholders and conduct user research.
• Oversee thorough testing ensuing consistent and acceptable level of performance from omnichannel solutions, ensuring product quality and adherence to compliance and security standards.
• Maintain training materials and provide ongoing support to all stakeholder groups.
• Ensure compliance with PepsiCo policies, international regulations (SOX, GDPR) and best practices for data privacy and security.
• Effectively manage priorities, deliverables and timelines with little need for escalation

• 3 to 6 years experience in relevant roles such as business analyst, process design, product ownership, or development. Some experience specifically in designing, configuring, or implementing Virtual Agent in ServiceNow.
• Experience with writing, curating and testing for omnichannel solutions which include but not limited to Service Now Virtual agent, universal request, telephony and workspace
• Understanding of scrum principles and agile software development methodologies.
• Understanding of and passion for Conversational AI technologies based on LLM
• Ability to gain support for new ideas and align stakeholders. Organizational change Management experience is a plus.
• Exceptional communication skills, written skills, and business acumen.
• Knowledge of Design thinking, Systems thinking or similar methodologies, a plus.
• Experience in implementation, configuration, or support of ServiceNow especially Virtual Agent with NLU
• Experience working on global projects or implementations
• Exceptional communication skills. Proficiency in English language