Overview Director Global Contact Center Operations Responsibilities Define and own the enterprise-wide Salesforce Contact Centers roadmap, strategy and delivery for global Partner with business leaders to identify opportunities for process optimization and innovation using Salesforce and Drive digital transformation initiatives leveraging Salesforce and connected platforms. Oversee architecture, governance, scalability, and security of all Salesforce instances and ensure effective data strategy, integration, and compliance across systems Partner with Capability teams on end-to-end solution evaluations (Innovation, Enterprise Services Platforms, DATA &amp; AI, Digital Products, Security and Infrastructure) Lead cross-functional teams to deliver Salesforce projects on time and within budget, manage vendor relationships, contracts, and performance metrics and implement agile methodologies, release planning, and change management best practices Build, mentor, and manage a high-performing team of Salesforce architects, developers, admins, and business analysts. Foster a culture of innovation, accountability, and continuous improvement Collaborate with executive stakeholders across departments to align Salesforce capabilities with business needs and Serve as the internal champion for Salesforce adoption, usability, and ROI measurement Lead delivery of consistent solution architecture (conceptual, logical, and physical architecture) for key transformation initiatives to ensure solution is fit for purpose, flexible, scalable, and sustainable. Expert in up-to-date with technology and industry trends by proactively participating in training, self-study, conferences, webcasts, user group participation, reading or other relevant means. Compensation and Benefits: The expected compensation range for this position is between $125,900 - $249,900. Location, confirmed job-related skills, experience, and education will be considered in setting actual starting salary. Your recruiter can share more about the specific salary range during the hiring process Bonus based on performance and eligibility target payout is 25% of annual salary paid out annually and an additional target payout of 10% of annual salary is paid out over 3 years following the end of the performance period Long term incentive equity may be awarded based on eligibility and performance Paid time off subject to eligibility, including paid parental leave, vacation, sick, and bereavement In addition to salary, PepsiCo offers a comprehensive benefits package to support our employees and their families, subject to elections and eligibility: Medical, Dental, Vision, Disability, Health, and Dependent Care Reimbursement Accounts, Employee Assistance Program (EAP), Insurance (Accident, Group Legal, Life), Defined Contribution Retirement Plan. Qualifications Bachelor’s Degree in Information Technology, Computer Science, MIS, or similar field, Masters preferred. 15+ years of software industry experience 10+ years of hands-on Salesforce leadership, including Sales Cloud, Service Cloud, Marketing Cloud, CG Cloud and Platform 5+ years of hands on AWS experience on Connect Proven success delivering large-scale Salesforce implementations and transformations Strong understanding of Salesforce architecture, APIs, data models, and governance Experience managing internal teams and external vendors or SI partners Excellent executive communication, stakeholder management, and strategic planning skills. Ability to comprehend business strategies and needs and translate them to technology strategies. Ability to demonstrate a mindset for the Conceptual, Logical, Physical levels of architecture and apply them effectively. Systems thinking, understanding of relationships between various systems Strong thought leadership and executive storytelling skills, assertive and trusted advisor, and ability to produce high-quality deliverables Understanding of integration technologies and patterns; data architecture and patterns Salesforce certifications and AWS certifications (e.g., Salesforce Certified Application Architect, System Architect, or CTA) Familiarity with tools like MuleSoft, Tableau, Slack, or industry-specific Salesforce products EEO Statement 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. 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 If youd like more information about your EEO rights as an applicant under the law, please download the available EEO is the Law &amp; EEO is the Law Supplement documents. View PepsiCo EEO Policy. Please view our Pay Transparency Statement Define and own the enterprise-wide Salesforce Contact Centers roadmap, strategy and delivery for global Partner with business leaders to identify opportunities for process optimization and innovation using Salesforce and Drive digital transformation initiatives leveraging Salesforce and connected platforms. Oversee architecture, governance, scalability, and security of all Salesforce instances and ensure effective data strategy, integration, and compliance across systems Partner with Capability teams on end-to-end solution evaluations (Innovation, Enterprise Services Platforms, DATA &amp; AI, Digital Products, Security and Infrastructure) Lead cross-functional teams to deliver Salesforce projects on time and within budget, manage vendor relationships, contracts, and performance metrics and implement agile methodologies, release planning, and change management best practices Build, mentor, and manage a high-performing team of Salesforce architects, developers, admins, and business analysts. Foster a culture of innovation, accountability, and continuous improvement Collaborate with executive stakeholders across departments to align Salesforce capabilities with business needs and Serve as the internal champion for Salesforce adoption, usability, and ROI measurement Lead delivery of consistent solution architecture (conceptual, logical, and physical architecture) for key transformation initiatives to ensure solution is fit for purpose, flexible, scalable, and sustainable. Expert in up-to-date with technology and industry trends by proactively participating in training, self-study, conferences, webcasts, user group participation, reading or other relevant means. Compensation and Benefits: The expected compensation range for this position is between $125,900 - $249,900. Location, confirmed job-related skills, experience, and education will be considered in setting actual starting salary. Your recruiter can share more about the specific salary range during the hiring process Bonus based on performance and eligibility target payout is 25% of annual salary paid out annually and an additional target payout of 10% of annual salary is paid out over 3 years following the end of the performance period Long term incentive equity may be awarded based on eligibility and performance Paid time off subject to eligibility, including paid parental leave, vacation, sick, and bereavement In addition to salary, PepsiCo offers a comprehensive benefits package to support our employees and their families, subject to elections and eligibility: Medical, Dental, Vision, Disability, Health, and Dependent Care Reimbursement Accounts, Employee Assistance Program (EAP), Insurance (Accident, Group Legal, Life), Defined Contribution Retirement Plan. Bachelor’s Degree in Information Technology, Computer Science, MIS, or similar field, Masters preferred. 15+ years of software industry experience 10+ years of hands-on Salesforce leadership, including Sales Cloud, Service Cloud, Marketing Cloud, CG Cloud and Platform 5+ years of hands on AWS experience on Connect Proven success delivering large-scale Salesforce implementations and transformations Strong understanding of Salesforce architecture, APIs, data models, and governance Experience managing internal teams and external vendors or SI partners Excellent executive communication, stakeholder management, and strategic planning skills. Ability to comprehend business strategies and needs and translate them to technology strategies. Ability to demonstrate a mindset for the Conceptual, Logical, Physical levels of architecture and apply them effectively. Systems thinking, understanding of relationships between various systems Strong thought leadership and executive storytelling skills, assertive and trusted advisor, and ability to produce high-quality deliverables Understanding of integration technologies and patterns; data architecture and patterns Salesforce certifications and AWS certifications (e.g., Salesforce Certified Application Architect, System Architect, or CTA) Familiarity with tools like MuleSoft, Tableau, Slack, or industry-specific Salesforce products