MDS AMEA Customer Experience Regional Lead at Mondelēz International in Mumbai

Job description

Job Description Are You Ready to Make It Happen at Mondelēz International? Join our Mission to Lead the Future of Snacking. Make It Uniquely Yours. You are part of a team that experiments with cutting-edge technologies, delivering solutions revealed as a result of the testing and learnings, and developing strong partnerships to enable growth through innovation and agile methodologies. How you will contribute You will implement pilot projects to drive disruptive ideas across the organization, using the learnings from these projects to inform decisions on whether to incorporate them as a portfolio project or to introduce them as a new proof of concept. You will also get to experiment with cutting-edge technologies while at the same time building strong partnerships within the business to build a strong pipeline of ideas to pursue. In addition, you will get to bring the outside in by building relationships with start-ups and building your knowledge of actual proof-of-concept cases, and scope, align, adopt and leverage technology for respective learnings and pilots. What you will bring A desire to drive your future and accelerate your career. You will bring experience and knowledge in: Project management including knowledge of Agile Technical expertise and a passion for innovation, understanding a variety of disruptive technology products and services Technical and business acumen to evaluate opportunities with internal and external partners Machine learning/artificial intelligence programming languages The start-up landscape Familiarity with the fast-moving consumer goods or related sector Leading internal and external teams through complex challenges and developing creative solutions/options Driving for results and Analytical Skills More about this role What you need to know about this position: This is a hands-on leadership role with a Product mindset — not a coordination or engagement function. The OTC Regional Success Manager is the regional integrator across all four OTC product areas, responsible for connecting strategy to execution and ensuring value delivery at scale. The role holder acts as the single point of accountability at the regional level for: Synergizing business requirements across Business Units Maintaining real-time visibility on project portfolio and operations performance Driving digital adoption of OTC tools Holding Product Managers and Operations leaders accountable for outcomes This role spans all four OTC product areas: 1. Order Capture - End-to-end order intake, validation, EDI/portal management 2. Order Fulfillment - Order processing, availability, delivery execution & monitoring 3. Bill to Cash - Invoicing, collections, cash application, dispute resolution 4. Customer Care - Customer query handling, issue resolution, service performance What extra ingredients you will bring: Regional OTC Community of Practice & Governance Establish and sustain a Regional OTC Community of Practice spanning all four product areas. Drive a monthly governance cadence with structured inputs/outputs that feed all downstream accountabilities. Ensure the Community of Practice serves as the activation engine for change adoption, best practice sharing, and regional alignment. Curate and escalate regional themes, pain points, and opportunities into global product and operations forums. Business Requirements Synergization & Gatekeeper Role Synergize and rationalize OTC business requirements (BRDs) at regional level in partnership with OTC Product Business Analysts. Act as the gatekeeper to prevent BU-level fragmentation — blocking unauthorized customizations in the form of MEs, siloed projects, shadow IT, or ungoverned local builds. Ensure all regional requirements are aligned with the enterprise product roadmap and S4/HANA migration timelines. Provide a consolidated regional demand view to Global Product Managers for backlog prioritization. Project Portfolio Visibility & Accountability Own the OTC Project Portfolio view — maint