Global Order Management Customer Service Lead Director

4 days ago

New Cairo, Cairo, Egypt PepsiCo Full time 1,400,000 - 2,000,000 per year

Overview
Are you ready to lead a global transformation in customer service excellence? As the
Global Customer Service Lead Director
, you will be at the forefront of revolutionizing Order Management across the enterprise. This high-impact role is responsible for designing and deploying a differentiated
Premium+ service model
that delivers gold-standard customer support to over 400 stakeholders worldwide.

You'll shape the strategy, build and lead a world-class global execution team, and drive top-line growth by enhancing the customer experience through proactive, AI-enabled service delivery. With a $400MM process value at stake, your leadership will be instrumental in elevating performance, accelerating automation, and embedding continuous improvement into every layer of the order-to-cash lifecycle.

Responsibilities

  • Design & Deploy Strategy: Architect and implement a global Premium+ service model that transforms Order Management into a proactive, value-driven customer support capability.
  • Lead Global Execution: Build, mentor, and inspire a high-performing team across geographies to deliver exceptional service and drive continuous improvement.
  • Drive Innovation: Leverage AI, automation, and digital technologies to streamline processes, reduce cycle times, and enhance customer satisfaction.
  • Stakeholder Engagement: Collaborate with Global Capability Centers, Business Units, and SC Customer Support Leaders to align strategy and execution.
  • Performance Excellence: Define KPIs, track metrics, and foster a culture of ownership, learning, and operational excellence.
  • Customer Advocacy: Use insights and feedback to champion improvements that matter most to Premium+ clients.
  • Escalation Leadership: Act as a strategic escalation point, ensuring timely resolution of complex issues and seamless customer experience.
  • This role will require up to 50% international travel.

Qualifications

  • Bachelor's degree in Business, Operations Management, Engineering or related field (MBA preferred)
  • 10+ years in customer service or operations, with 5+ years in senior leadership roles
  • Deep understanding of order processing, SAP systems, and supply chain dynamics is a MUST
  • Proven success in multinational environments and matrix organizations
  • Expertise in CRM platforms, contact center technologies, and digital service solutions
  • Strong strategic thinking, analytical skills, and performance management experience
  • Exceptional communication, stakeholder management, and relationship-building skills
  • Ability to lead remote teams and influence cross-functional partners globally
  • Fluent in English (Spanish is a plus)

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