Overview: LI-Hybrid- #Locations: Barcelona, Spain; Vitoria-Gasteiz, Spain
Responsibilities: Quarterback optimal end-user product experience, fielding technical problem/incident resolution in a timely manner for all sustain issues that may arise.Properly report sustain status to business and program leadership in the required frequency.
Reporting to include System Stability and Usage Statistics, as well as updates on the Change Request Backlog.Through your team, ensure all relevant SLAs are met, including but not limited to: uptime, system performance, defect resolution and nightly data pipeline completion.Act as the single point of contact for any and all sustain related items for Product & Market Leadership, building a strong working relationship.For future Product deployments, size / establish required sustain organization (adding team and resources to current sustain organization) and manage transition to sustain to properly support business during and after Hypercare.Interface with Product, Service Design, IT, Data Engineering and Data Science regarding customer/end-user feedback to shape future product roadmap and help drive adoption.Own the Market Change Request backlog and work with Product Managers to review, approve, prioritize and schedule ongoing improvements.Establish post-deployment adoption activities to closely monitor the technical health and performance of digital products.Develop a trusted advisor relationship with Product Owners, Technical Program Managers, Software Reliability Engineering teams, and business stakeholders.Identify and implement key incident prediction and prevention opportunities to drive faster mean-time-to-resolution.Frequent communication with program leadership to sustain and shape product lifecycle, and requires to nimbly switch between strategic and tactical initiatives to achieve technical and business goals.Execute IT Service Management (ITSM) processes and interact with ServiceNow, Terraform, Octopus, AKS, Python, AppDynamics/Datadog/ELK Stack, Pager Duty or other AIOps toolsets.Qualifications: 8 years of work experience, or 3-5 years of experience as a Sustain Lead / Customer Success Manager, either in CPG industry or with a Top-Tier consulting firm.The ideal Customer Success Manager will be highly quantitative, have great judgment, able to connect dots across workstreams, and efficiently work cross-functionally across teams to ensure software is meeting customer/end-user expectations.The Customer Success Manager will take a pragmatic approach resolving software incidents, including the ability to triangulate root causes and work effectively with external and internal teams to meet objectives.Exceptional business relationship skills including the ability to communicate effectively both internally and externally.
You can communicate complex technical data to a non-technical person in a concise, clear, and easily understood manner.A firm understanding of SRE (Software Reliability Engineering) and IT Service Management (ITSM) processes with a track record for monitoring and triaging software incidents.
You recognize the difference between resolving incidents and providing a seamless customer/end-user experience.Experience in leading high-performing teams.Deep hands-on technical expertise, excellent verbal and written communication skills.Sharp analytical abilities and proven process engineering skills.What makes us different? Hybrid work model: combination of remote and collaborative office experience to enable innovation.Entrepreneurial environment in leading international company.Professional growth possibilities & learning opportunities.Diverse team from over 25 countries.Variety of benefits to support your physical, emotional and financial wellbeing.Free Friday afternoon & during the month of August.Relocation package & sponsorship to work in Spain if applicable.About PepsiCo: We believe that culture should be at the cornerstone of everything we do at PepsiCo D+A.
We operate with start-up mindset - agile, innovative and not afraid of failure.
We want our team to come to work every day excited to explore new ways bring enjoyment, refreshment and fun to the world.
PepsiCo Positive (pep+) is the future of our organization - a strategic end-to-end transformation, with sustainability at the center of how we will create growth and value by operating within planetary boundaries and inspiring positive change for the planet and people.
So, if you're ready to be a part of a playground for those who think big, we'd love to chat.
- We encourage the diversity of applicants across gender, age, ethnicity, nationality, sexual orientation, social background, religion or belief and disability.
PepsiCo Data & Analytics Overview: With data deeply embedded in our DNA, PepsiCo Data & Analytics transforms data into consumer delight.
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