1+ months

IT Salesforce Manager

Purchase, NY 10577
Auto req ID: 271784BR Job Description Main Purpose of the Role: This role manages client relationships and serves as the IT liaison for all aspects of technology delivery and support for Global Consumer Experience systems. Manages business relationships across IT teams, vendors and 3rd party providers for Global Consumer Experience functions. Actively supports the day to day support and development activities for Consumer Experience systems including Salesforce Service Cloud and Genesys Cloud. They will be responsible for the day to day operations, enhancements and large development project delivery for Consumer Experience systems. Participates in identifying, assessing and promoting the use of new technologies for increased productivity. Closely engaged with new vendor selection and related contract reviews. Currently this role supports North America and UK Call centers as well as the Consumer Experience COE (Center of Excellence). The systems will continue to expand globally (23 additional markets across the globe) and will interact with this role in the future. Accountabilities: Leads Consumer Experience Solution Delivery and Support team to ensure effective solution delivery and ongoing operations Partners with Salesforce COE and Telephony Engineering teams Works with team members across the IT organization to develop prototype solutions Enables a forum to manage work-intake for large projects, enhancements, requests and break-fix problems, facilitate cost-benefit evaluation Overall business partner on all aspects of business interactions and engage the appropriate IT or Vendor teams to help drive resolution. Partner with Consumer Experience, Salesforce COE, and IT peer associates to help define and influence business case COVID-19 vaccination is a condition of employment for this role. Please note that all such company vaccine requirements provide the opportunity to request an approved accommodation or exemption under applicable law Qualifications/Requirements 5+ Years of IT Support Management PreferredMandatory 'Technical' Skills: 3+ years of Salesforce Service Cloud experience/Certified Admin Knowledge of call center telephony preferred Working knowledge of Agile and ADOMandatory 'NonTechnical'Skills: Strong experience in Support Management Strong knowledge of Salesforce Service Cloud in a Contact Center setting preferred Ability to translate business requirements into viable technical solutions Effectively articulates to others the business partners strategy, imperatives and needs Anticipates and understands business partners business needs, including both spoken and unspoken requirements Assists business partners in making key decisions, influencing action steps and defining resources required to achieve desired outcomes Correctly sets and manages business partners expectations in terms of cost, time, scope and quality Assesses and monitors business partner satisfaction, and drives service improvement plans as needed Capable of Conceptual selling Leads shaping of a basic conceptual solution and presents the solution as an opportunity in a positive and compelling way Deciphers complex technology/process issues and makes them relevant to business leaders by using examples and analogies Considers the perspectives and experiences of a particular audience and crafts messages to meet the unique needs of the audience. Drives stakeholders to alignment, explaining how a solution would work, allowing them to imagine in detail potential issues, clear value proposition and outcomes Capable of Leading Change Applies the PepsiCo Global Change Methodology to execute change through activities including communication, stakeholder enrollment, training and education, performance realignment, change impacts, readiness assessment, process redesign and role /accountability clarity Drives change strategy implementation with project team, business partners and other stakeholders for a specific initiative Recognizes signs of resistance to change and plan actions to address resistance Educates others on change leadership concepts and coaches others on their roles in the change process Demonstrates competitive knowledge of the marketplace and technology trends Differentiating Competencies: This role interacts cross-functional at a global and sector level with the Consumer Experience / IT partners along with vendor system integrators to drive demand shaping and manage delivery of business priorities. Support Management and Service Mange multiple priorities Strategic partnering Conceptual Selling Deployment Planning and Execution Relocation Eligible: Not Eligible for Relocation Job Type: Regular All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status. PepsiCo is an Equal Opportunity Employer: Female / Minority / Disability / Protected Veteran / Sexual Orientation / Gender Identity Our Company will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Fair Credit Reporting Act, and all other applicable laws, including but not limited to, San Francisco Police Code Sections 4901 - 4919, commonly referred to as the San Francisco Fair Chance Ordinance; and Chapter XVII, Article 9 of the Los Angeles Municipal Code, commonly referred to as the Fair Chance Initiative for Hiring Ordinance. If you'd like more information about your EEO rights as an applicant under the law, please download the available EEO is the Law & EEO is the Law Supplement documents. View PepsiCo EEO Policy Please view our Pay Transparency Statement","city":"Purchase","state":"New York


Posted: 2022-04-12 Expires: 2022-06-18

Performance with Purpose

Out performing ourselves is a rush. That's why we perform with purpose. Together, we blaze new trails, succeed, celebrate and then do something even bigger. We never settle for second best. At PepsiCo we're not just committed to performing well as individuals, but as a team, to strengthen the company as a whole.

Around the world, we're working hard to give people the tastes they crave and the nutrition they need. We dream globally and act locally, constantly innovating to sustain our planet, our people, our communities and our business practices. New markets mean new ways of doing business, and new ways of addressing health concerns, cultural differences and environmental challenges. Every day is an adventure, and an opportunity for personal and professional growth.

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IT Salesforce Manager

PepsiCo Inc.
Purchase, NY 10577

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