.OverviewWe 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.ResponsibilitiesThe Opportunity: The main purpose of the Center of Excellence (CoE) Lead - Customer Service role is to drive operational excellence, innovation, and continuous improvement within the Customer Service function for the LATAM region. This leader will be responsible for optimizing and harmonizing key business processes such as Customer Collaboration, Order to Cash (O2C), and Digitalization, ensuring seamless and efficient service delivery across the region.The CoE Lead will also play a critical role in enabling the design and implementation of centralized service operations to maximize efficiency and consistency. This individual will establish best practices, implement digital solutions, and lead transformation efforts to enhance the customer experience, streamline operations, and improve business outcomes.Additionally, the role involves developing a high-performing team, collaborating across functions, and driving strategic initiatives that align with both regional and global business goals, while standardizing KPIs, roles, and responsibilities across the region to ensure consistency and performance alignment.Your ImpactAs Customer Service COE Leader, your scope would consist of:This role is responsible for the governance, processes, and talent requirements related to the Customer Service function across LATAM, focusing on 3 main objectives: Customer Collaboration, Order Management & Customer Service Digitalization.This position requires leading extended teams and connecting to different stakeholders to develop and deploy Global and Sector COE programs, align strategic initiatives, ensure effective execution, and achieve value realization in accordance with established plans.Process Optimization & HarmonizationLead efforts to standardize and harmonize customer service processes across the LATAM region, including Order to Cash (O2C), Customer Collaboration, and Digitalization.Identify and implement best practices to streamline workflows, eliminate inefficiencies, and ensure consistent service delivery to customers across the region