ESM Omnichannel Product Owner

Job description

**Overview** The Enterprise Service Management Omnichannel Product owner for Enterprise Service Management (ESM) COE team works with key partners & stakeholders across PepsiCo to enable a common, consistent, and intuitive user experience. Primary accountability is to define requirements, align stakeholders, and partner to implement and measure omnichannel service delivery to ensure seamless and consistent employee experiences across various channels, including web, mobile, chat/chatbot, IVR, and in-person interactions. **Responsibilities** - Define requirements, align stakeholders, and partner to implement and measure/govern omnichannel service delivery to ensure seamless and consistent employee experiences across various channels, including web, mobile, chat/chatbot, IVR, and in-person interactions - Develop, maintain, and measure adherence to standards for omnichannel service excellence - Collaborate with cross-functional teams to identify and prioritize employee touchpoints, ensuring a holistic and integrated approach to service delivery. - Partner with Enterprise and Business architects and Business partners to identify requirements & solutions to support omnichannel service capabilities. - Continuously monitor and analyze employee feedback and data to identify areas for improvement and optimize the omnichannel service experience. - Partner with IT, HR and other functional teams to ensure the integration of various systems and technologies required for effective omnichannel service delivery. - Provide training and support to Pepsico Service delivery teams on best practices for delivering exceptional service across different channels. - Stay up to date with industry trends and emerging technologies to drive innovation and enhance our omnichannel service offerings. - Present recommendations and solutions clearly and concisely and focus on key points to portray the intended message or purpose - Advocate and drive adoption of defined operating principles and “best practices” to ensure standardization of service delivery across the enterprise - Apply strategic and analytic thinking in order to define practical solutions that align with Enterprise Service Management strategy - Effectively manage priorities, deliverables and timelines with little need for escalation - Support the business functions in implementing the ServiceNow features and functionalities through the functional releases, as per agreed roadmap. **Qualifications** - 10 to 12 years experience in relevant roles such as Service design, Service desk, Service delivery, business architecture, or Process design with 3 to 5 years experience specifically in designing, configuring, or implementing ServiceNow - Broad experience with support models for Help/Service desks - Broad Experience with ServiceNow channel technologies especially focused on newer AI/agentic roadmap, with proven experience in successfully implementing governance model for better Omnichannel experience - 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 business, or technology consulting - Bachelor’s degree required - Exceptional communication skills, written skills, and business acumen