Deputy Director of Virtual Agent Strategy
1 month ago
The Deputy Director of Virtual Agent Strategy will lead the development and implementation of a virtual agent solution to enhance the employee experience at PepsiCo. This role will be responsible for defining the product vision and strategy, ensuring alignment with business objectives and industry trends.
Key Responsibilities
- Define and communicate the vision, strategy, and design standards for the virtual agent, ensuring alignment with business objectives and positive employee 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.
- 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.
- Drive governance and adherence to best practice standards in a federated model for requirements gathering and development.
- 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.
About PepsiCo
PepsiCo is a global food and beverage leader with a diverse portfolio of brands. We are committed to delivering sustainable growth and improving the lives of our consumers, customers, and employees. We are looking for talented individuals who share our passion for innovation, customer satisfaction, and community engagement.
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