Overview

PepsiCo is looking for an Automation Office Lead to drive the company's digital channel automation strategy. This role owns how employees and customers interact with support and service channels — making sure routine requests get resolved automatically instead of sitting in someone's queue.

Responsibilities

• Own the automation roadmap for digital channels, deciding what gets automated, in what order, and why.
• Drive adoption of ServiceNow Virtual Agent, SysTrack, and Voicebot — making sure these tools are actually used, not just deployed.
• Lead the build-out of agentic AI and RPA solutions that reduce manual effort across IT and business support functions.
• Track how well automation is working — resolution rates, deflection from human agents, user satisfaction — and adjust course when the numbers say something isn't working.
• Partner with IT operations, employee experience, and business teams to find new opportunities for automation.
• Manage relationships with platform vendors and ensure tools are configured to get the most value out of them.
• Build and guide a team of automation analysts and developers, including hiring, coaching, and performance management.
• Present progress and plans to senior leadership in a way that's clear and backed by data, not just activity reports.
• Stay on top of where agentic AI and automation technology is heading, and bring back ideas that are worth piloting.

Qualifications

• 12+ years of experience in IT automation, digital workplace, or service management roles, with at least 3-4 years in a leadership capacity.
• Hands-on experience with ServiceNow (especially Virtual Agent), SysTrack, and conversational AI/voicebot platforms.
• Working knowledge of RPA tools (UiPath, Automation Anywhere, or Power Automate) and how agentic AI fits into a broader automation strategy.
• A track record of taking automation from pilot to scale — not just proof-of-concepts that never go anywhere.
• Comfort with data: you should be able to read adoption and performance metrics and turn them into decisions.
• Strong stakeholder management skills — this role sits between IT, business teams, and vendors, and you'll need to keep all three aligned.
• Experience managing a team, with the ability to develop talent and set clear priorities.
• Bachelor’s degree in computer science, Information Technology, or a related field. Relevant certifications (ServiceNow CIS, RPA tool certifications, Agentic, GENAI) are a plus.