Deputy Director of Virtual Agent Strategy

6 days ago

Hyderabad, Telangana, India PepsiCo Full time
Job Title: Deputy Director

The Deputy Director will play a critical role in defining, implementing, and managing Service Excellence and Experience Excellence across PepsiCo enterprise. This position will be part of the Strategy and Transformation (S&T) organization, but its remit will go beyond S&T, across all organizations providing internal services within PepsiCo.

Key Responsibilities:
  • Define and communicate the vision, strategy, and design standards for virtual agent, ensuring alignment with business objectives and positive employee/user experience.
  • Manage product demand and prioritize backlog based on business needs, speed to value, technical feasibility, and user desirability.
  • Collaborate with key business stakeholders globally across the enterprise to gather requirements and be the liaison between business and the delivery team teams.
  • Oversee thorough testing ensuring consistent and acceptable level of performance from NLU or Taxonomy based chat interactions, ensuring product quality and adherence to compliance and security standards.
  • Build plan for continuous improvement by leveraging ML tools for topic/intent modeling, evaluating available data and conducting API assessments, analyzing user research and call recordings (end to end).
  • Drive governance and adherence to best practice standards in a federated model for requirements gathering and development. Manage vendor partnerships and ensure they are aligned to PepsiCo needs and meet value expectations.
  • Develop training materials and provide ongoing support to all stakeholder groups.
  • Ensure compliance with PepsiCo policies, international regulations (SOX, GDPR) and best practices for data privacy and security.
Requirements:
  • Enterprise level experience with Virtual Agent strategy and implementation.
  • Experience with writing, curating and testing conversation content to drive specific behaviors and align with business objectives.
  • Experience with intent architectures including entities and skills.
  • Ability to troubleshoot NLU model performance and optimize to predict intent.
  • Understanding of scrum principles and agile software development methodologies.
  • A passion for understanding market trends, customer needs, and competitive landscape to shape the product strategy.
  • Experience with Design thinking methods and UX design.
  • Experience applying strategic frameworks to analyze complex business challenges.
  • Ability to make business recommendations and successfully implement them across an organization.
  • Ability to gain support for new ideas and align stakeholders. Organizational change Management experience is a plus.
  • Prior experience in management, and in digital transformation consulting.
  • Bachelor's degree required; master's degree preferred.
  • Exceptional communication skills, written skills, and business acumen.

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