OverviewThe main purpose of this role is provide best-in-class project portfolio management delivery to initiatives serviced from the Project Management Office Center of Excellence. This role will be responsible for leading the governance, performance management, schedule management, scope management, and cost management of Global priority programs to ensure all deliverables are executed on time and on budget and benefits realization.
This role will be responsible for leading the governance, performance management, schedule management, scope management, and cost management of Contact Center program to ensure all deliverables are executed on time and on budget and benefits realization.
The Contact Center Program Manager will establish a standardized program management methodology, and ways of working to unlock speed of execution, increase team efficiency, and enable a one PepsiCo approach to project management delivery. The position will be a critical role in driving a competitive advantage for PepsiCo by capturing greater and faster value delivery for projects. This role will be a strategic thought partner to the executive sponsor, consistently influence senior leader stakeholders, and will partner with external stakeholders. It will provide a fast-paced environment with a culture of experimenting, learning, and continuously improving.
This role will support, from a program management perspective, the establishment and enablement of PepsiCo's digital commercial ecosystem, integrating intelligent AI-driven capabilities, omnichannel interfaces, and real-time analytics into a cohesive service model. Creating a complete 360 degree ecosystem to improve customer service and build a foundation to transform PepsiCo's global contact center operations.
Responsibilities- Partner with Transformation Program Leadership Team, External partners, Transformation Program Deployment Lead and Capabilities team to shape Transformation Program Agenda (roadmap, sequencing, AOP plans, budgets and costs)
- Establish governance structure, facilitate governance councils, coordinate governance content generation, and perform stage management against an aligned set of exit criteria
- Lead performance management including schedule/scope/cost progress tracking, status reporting, risk/issue/dependency management, post audits, and capturing lessons learned
- Lead, centralize, and manage project scorecard and overall progress/health tracking for project sponsors and key stakeholders
- Monitor progress of project's change management, value realization, technical deliverables and facilitate issue/risk mitigation and action plans.
- Coordinate business go-live and deployment
- Manage resource and risk management, central repository of project materials, and gap assessment documentation
- Lead schedule management including roadmap development, project schedule development, and roadmap/schedule change request management
- Build, maintain, and manage the project roadmap and end-to-end project deliverables across the project lifecycle.
- Lead scope management including scope definition, deliverable definition, and scope change request management
- Lead cost management including budget alignment and budget change request management
- Identify and coordinate Program integration/interdependency opportunities and risks, along with risk mitigation plans.
- Ensure COE project management standards are consistently executed including project management methodology, playbook, tools, and roles & responsibilities.
- Facilitate collaborative knowledge transfers between BU and Sector project teams, capturing and disseminating lessons learned.
Compensation and Benefits:
- The expected compensation range for this position is between $110,700 - $185,250.
- Location, confirmed job-related skills, experience, and education will be considered in setting actual starting salary. Your recruiter can share more about the specific salary range during the hiring process.
- Bonus based on performance and eligibility target payout is 12% of annual salary paid out annually.
- Paid time off subject to eligibility, including paid parental leave, vacation, sick, and bereavement.
- In addition to salary, PepsiCo offers a comprehensive benefits package to support our employees and their families, subject to elections and eligibility: Medical, Dental, Vision, Disability, Health, and Dependent Care Reimbursement Accounts, Employee Assistance Program (EAP), Insurance (Accident, Group Legal, Life), Defined Contribution Retirement Plan.
QualificationsDesired Characteristics:
- Strong leadership skills, ambition, and drive for results
- High level of executive maturity: Interacting with, influencing & aligning peers and senior leaders.
- Leadership through influencing senior colleagues from all functions and being able to influence a broad base of cross-functional stakeholders & peers.
- The ability to understand and provide a top-line strategic view or, where needed to back up recommendations for Leadership Team decisions, a very detailed and accurate analysis is a critical skill.
- Strong PMO background. Ability to develop / execute project plans and to manage project resources, risks and budget. Experience of delivering quality projects on time, on budget and in scope while following established methodologies, establishing, and managing internal & external partnerships.
- Excellent influencing skills, confident when dealing with different Leadership Team members with more seniority and experience, and credible in dealings with them. Be sensitive to cultural differences, and able to deal with these.
- Previous team management experience - lead a cross cultural team with a variety of experiences and capabilities, developing a clear talent strategy ensuring the team are staffed to deliver the complex agenda with future pipeline identified. Strong team player.
- Comfortable with process discipline and process adherence, but also able to identify and take opportunities to further develop and strengthen the process without compromising the end state.
- Confronts and works through tough issues, taking ownership and accountability for resolution, whilst demonstrating perseverance and a sense of urgency. Able to work within ambiguous, fluid cross-functional environment managing various amounts of change and being able to influence a broad base of cross-functional stakeholders & peers. Self-starter capable of managing own agenda.
Minimum Qualifications:
- 5+ years of professional work experience, at least 3 years in Project Management, outstanding project management skills
- Project Management certifications on PMP, Lean Six Sigma, and Agile preferred
- Experience in global transformation initiatives with track record of executing and delivering in uncertain and ambiguous context
- Highly motivated and decisive thought leader with excellent managerial skills
- Self-starter capable of managing own agenda within a complex, fast paced environment
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