As part of Mondelēz Digital Services, you will play a key techno-functional role within the Customer Care product team, shaping customer care capabilities across process, technology, data, and service operations.
Customer Care is focused on improving how we serve customers, reducing friction, and strengthening execution against customer and business priorities across the OTC chain, including exception management across order management, fulfilment, delivery, invoicing, query management, and cross-functional coordination.
You will translate customer care needs into scalable product capabilities, workflows, functional requirements, data requirements, and integration designs. This role requires strong hands-on SAP design experience to enable the customer care solution, including the underlying OTC processes, data structures, integrations, and system dependencies, even where the end solution is delivered through platforms beyond SAP.
It requires a combination of technical depth, techno-functional design capability, and strategic thinking to shape scalable product solutions and support large-scale transformation across process and technology in complex global environments.
This role is the bridge between strategic vision and hands-on delivery for Customer Care and OTC technology. The person in the seat will own the technology strategy and roadmap, lead vendor assessment and selection, drive global solution design, and keep a sharp eye on Total Cost of Ownership — all while being comfortable rolling up their sleeves to design solutions, not just direct them.