Overview The Enterprise Service Management (ESM) organization has been established to define, implement and manage Service Excellence as well as Experience Excellence, supported by a strong Knowledge and Content Management discipline, across PepsiCo enterprise. From the organizational perspective ESM is part of the Strategy and Transformation (S&T) organization but its remit goes beyond S&T, i.e. across all organizations providing internal services within PepsiCo. The Enterprise Search Product Owner (SPO) for Enterprise Service Management (ESM) COE team works with key partners & stakeholders across PepsiCo to enable consistent search and intuitive user experience. The primary responsibility of SPO is leading and communicating changes to ensure that the organization's search meets user needs. The SPO also needs to ensure that data hygiene and governance is properly optimized and kept up to date. The SPO will define and implement an Enterprise Search strategy to ensure seamless and consistent employee experiences across various channels, including web & mobile. This will include curated search results from various sources to drive customers to find quickly relevant and accurate information leading to improved customer interactions. Responsibilities Develop and implement an Enterprise Search strategy to ensure seamless and consistent employee experiences across various channels, including web & mobile. Define and implement Keywords and key phrases which are one of the most familiar components for enterprise search experience Product owner for Enterprise Search. Collaborate with cross-functional teams to identify and prioritize employee touchpoints, ensuring a holistic and integrated approach to Enterprise search. Continuously monitor and analyze employee feedback and data to identify areas for improvement and optimize the search experience. Partner with various teams within Pepsico for faceting which is a critical capability of search that allows users to filter results efficiently based on specific fields. This is especially useful for limiting an enterprise search to a category or department. Own the execution of or applying AI/ML technologies such as computer vision, NLP, speech/audio, or personalization. Lead the delivery of AI technology and solutions to internal engineering teams, ensuring successful implementation and adoption of end client solutions. Be an internal champion for AI use cases, offering a service that makes it easy for all products and teams to leverage AI in their applications. Collaborate with cross-functional teams, including product management, engineering, and sales, to define product requirements and roadmap. Work closely with customers to understand their needs and provide strategic guidance on AI solutions. Develop metrics and KPIs to measure the effectiveness of AI products and iterate based on feedback and data analysis. Stay abreast of industry trends and advancements in AI technology, leveraging this knowledge to drive innovation and maintain PepsiCo’s competitive edge. Refine, and fine-tune search results to provide the best and most meaningful results based on users' geographic location, sector, and functions. Employ Search analytic tools to work on fine-tuning and curating search results based on usage. Apply strategic and analytic thinking 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 the agreed roadmap. Qualifications 8 to 10 years of experience in relevant roles such as Service Delivery, Search implementation, and business architecture with 3 to 5 years of experience specifically in designing, configuring, or implementing ServiceNow AI Search capability, curation with search analytics Demonstrated expertise in AI technology, with a focus on delivering AI solutions to customers. Strong analytical skills and the ability to interpret data to drive decision-making. Experience building and leading teams to make product decisions based on user data. Excellent communication and stakeholder management skills, with the ability to effectively collaborate with cross-functional teams. Bachelor's degree in a relevant field; advanced degree preferred. Broad Experience with chatbot AI Search, Portal and Mobile AI Search and concierge bot technologies (e.g. ServiceNow, OneReach.ai, etc.), with proven experience in successfully implementing AI Search functionalities Experience applying strategic frameworks to analyze complex business challenges Ability to make Search recommendations and curation 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 management, business, or technology consulting Exceptional communication skills, written skills, and business acumen Knowledge of Lean Six Sigma, or similar methodologies, a plus
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