Customer Support Lead

hace 5 días

VitoriaGasteiz, España PepsiCo A tiempo completo

Overview:
The role will be responsible for leading efficient and effective Supply Chain GCC operations for markets supported from our Vitoria-based GCC center. It involves managing multiple stakeholders, ensuring seamless service delivery, and collaborating with other GCC hubs to drive continuous improvement, digitalization, and transformation strategies in Supply Chain business services.

**Responsibilities**:
**Key Responsibilities**:

- ** Build and lead the Vitoria GCC Supply Chain team**: hiring, onboarding, training, and knowledge transfer, ensuring smooth process integration across internal and external Supply Chain teams.
- ** Ensure stable and efficient operations**: deliver high-quality services to supported markets, in line with agreed SLAs, OLAs, and KPIs. Act as the primary escalation point, securing timely resolution of issues and maintaining high customer satisfaction.
- ** Drive service delivery of the Global Customer Support capability**: oversee the execution of customer support services, ensuring operational excellence and continuous improvement.
- ** Partner across functions and geographies**: collaborate with Krakow and other GCC hubs to ensure alignment with the global service catalog, sharing best practices and enabling consistency across regions.
- ** Foster strong stakeholder collaboration**: engage with cross-functional teams (Global Procurement, Supply Planning, Manufacturing, Category, and CS&L) to enable efficient matrix collaboration.
- ** Lead, develop, and inspire teams**: provide leadership, coaching, and motivation to build current and future Supply Chain capabilities. Create an inclusive and engaging work environment in accordance with local labor regulations and company practices.
- ** Implement a high-performance culture**: champion quality, customer-centricity, and continuous improvement through digitalization, process optimization, and service innovation.
- ** Ensure compliance and governance**: oversee implementation and monitoring of effective GCS/SOX controls.

Qualifications:
**Qualifications**:

- Bachelor’s Degree in Supply Chain, Operations Management, Engineering, Business Administration or related field
- 10+ years of experience in Manufacturing, Operations, Supply Chain, Customer Service, or Procurement management.
- Strong experience in OTC processes and Customer Service leadership, preferably in a service integration environment.
- Proven track record managing large teams, with strong leadership, coaching, and people development skills.
- Excellent communication and stakeholder management abilities, with cultural awareness and the confidence to liaise at all organizational levels.
- Fluent in **English and Spanish**; Portuguese is an advantage.
- Willingness and ability to travel occasionally.
- Strong analytical skills with the ability to connect strategy with execution and develop actionable plans.

**Key Competencies**:

- Ability to thrive in a **matrix organization**, working effectively with managers and teams in multiple locations.
- Assertive and independent, capable of managing multiple priorities under pressure and tight deadlines.
- ** Customer-centric mindset** with a strong drive to improve customer service levels and experience.
- Scaled team leadership with a focus on results, risk management, and navigating ambiguity.
- Strong collaboration skills to proactively engage with multi-functional and multicultural teams.

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