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.

Workplace Automation & AI-Architect