Leads end-to-end delivery of AI-powered Customer Care and Order-to-Cash solutions, including Agentic AI, intelligent case management, query routing, automated resolution, and human-in-the-loop workflows. Owns project planning, functional design, testing, deployment, AI model validation, stakeholder and vendor coordination, adoption, and post-go-live support. Requires strong SAP SD, Customer EDI, OTC, Customer Care, AI/ML, cloud technology, DevOps, and project management expertise.
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 responsible for experimenting with cutting-edge technologies, delivering solutions by testing and learning and developing strong partnerships to enable growth through innovation and agile methodologies.
How you will contribute
You will conduct innovative 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. Working with other Mondelēz teams, you will get to experiment with cutting-edge technologies 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 lead end-to-end product management activities after the proof of concept has been successfully adopted.
What you will bring
A desire to drive your future and accelerate your career. You will bring experience and knowledge in:
More about this role
What you need to know about this position:
The individual in this role will be the process and system expert in Customer Care and Order to Cash, with a focus on AI-powered solutions. Responsible for leading end-to-end project delivery - from scope definition through build, delivery, and deployment - of intelligent Customer Care capabilities including Agentic AI, intelligent insights, automated case management, and human-in-the-loop workflows that improve service quality and reduce manual effort across OTC.
What extra ingredients you will bring:
- The SDE is accountable for ensuring all project activities in their area are on track, within cost, ensuring the benefits are realized
- SDE will drive applying and leveraging existing processes and systems, while identifying opportunities to introduce AI-driven automation
- Acquire a maintain a global view of business set up and practices to draft fit for purpose test plans across various changes
- Level 5 expertise in OTC and Customer Care process design and implementation at application level (Functional design template owner)
- Lead the design and delivery of Agentic AI capabilities plus product specific products (SAP; analytics BI/ Databricks)- including intelligent query intake, intent-based routing, case coordination, and automated resolution
- Partners with MDS community and business stakeholders to understand Customer Care requirements and translate those into technical requirements, AI solution designs, and implementation plans
- An Application Functional role in a project team to execute and support full project lifecycle including blueprint, build, testing, implementation, user training and post go-live support - with particular focus on AI model validation and confidence tuning
- Define and implement Human-in-the-Loop (HITL) frameworks for AI-assisted response generation and case resolution oversight
- Accountable for adherence to Toll Gate Methodology and all appropriate Global release processes
- Responsible to implement new AI-powered solutions as per the architecture designed by the GSO, enterprise architects and solution architects, ensuring that new solutions are cost optimized and easy to maintain
- Support non-discretionary projects leveraging an external partner strategy (including AI/cloud vendors)
- Provides project planning and estimates to develop, implement and roll out pilot and commercialized AI and Customer Care solutions in OTC
- Ensure adoption of globally harmonized processes, ways of working, and strategic AI solutions within the Customer Care and OTC space
Job specific requirements:
'- Sales & Distribution, Order to Cash process experience with a focus on Customer Care and case management
- Experience designing or delivering AI/ML or Generative AI solutions (e.g., intelligent automation, NLP, agentic workflows)
- DevOps deployment methodologies; TGM methodology understanding, Project/Program Management (internal process can be taught)
- Good knowledge of sales and distributions of fast-moving retail business processes and related technology solutions
- Vendor Management, particularly with cloud and AI technology partners (e.g., AWS)
- Good understanding of OTC tools, architecture, functions and features - including AI orchestration frameworks (e.g., AWS Agent Core)
- Good functional knowledge of SAP SD modules, standard Customer EDI processes (5-7 years' experience minimum)
- Familiarity with customer query management, case routing, SLA monitoring, and resolution workflows
- Advanced English level oral and written
Work schedule: Hybrid
No Relocation support available
Business Unit Summary
At Mondelēz International, our purpose is to empower people to snack right by offering the right snack, for the right moment, made the right way. That means delivering a broad range of delicious, high-quality snacks that nourish life's moments, made with sustainable ingredients and packaging that consumers can feel good about.
We have a rich portfolio of strong brands globally and locally including many household names such as Oreo, belVita and LU biscuits; Cadbury Dairy Milk, Milka and Toblerone chocolate; Sour Patch Kids candy and Trident gum. We are proud to hold the top position globally in biscuits, chocolate and candy and the second top position in gum.
Our 80,000 makers and bakers are located in more than 80 countries and we sell our products in over 150 countries around the world. Our people are energized for growth and critical to us living our purpose and values. We are a diverse community that can make things happen-and happen fast.
Mondelēz International is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation or preference, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Job Type
Regular
Digital Strategy & Innovation
Technology & Digital
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 responsible for experimenting with cutting-edge technologies, delivering solutions by testing and learning and developing strong partnerships to enable growth through innovation and agile methodologies.
How you will contribute
You will conduct innovative 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. Working with other Mondelēz teams, you will get to experiment with cutting-edge technologies 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 lead end-to-end product management activities after the proof of concept has been successfully adopted.
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
- Technical and business acumen to evaluate opportunities with internal and external partners
- Understanding a variety of disruptive technology products and services
- Machine learning/artificial intelligence programming languages
- The start-up landscape
- Familiarity with the fast-moving consumer goods or related sector
- Driving for results and Analytical skills
More about this role
What you need to know about this position:
The individual in this role will be the process and system expert in Customer Care and Order to Cash, with a focus on AI-powered solutions. Responsible for leading end-to-end project delivery - from scope definition through build, delivery, and deployment - of intelligent Customer Care capabilities including Agentic AI, intelligent insights, automated case management, and human-in-the-loop workflows that improve service quality and reduce manual effort across OTC.
What extra ingredients you will bring:
- The SDE is accountable for ensuring all project activities in their area are on track, within cost, ensuring the benefits are realized
- SDE will drive applying and leveraging existing processes and systems, while identifying opportunities to introduce AI-driven automation
- Acquire a maintain a global view of business set up and practices to draft fit for purpose test plans across various changes
- Level 5 expertise in OTC and Customer Care process design and implementation at application level (Functional design template owner)
- Lead the design and delivery of Agentic AI capabilities plus product specific products (SAP; analytics BI/ Databricks)- including intelligent query intake, intent-based routing, case coordination, and automated resolution
- Partners with MDS community and business stakeholders to understand Customer Care requirements and translate those into technical requirements, AI solution designs, and implementation plans
- An Application Functional role in a project team to execute and support full project lifecycle including blueprint, build, testing, implementation, user training and post go-live support - with particular focus on AI model validation and confidence tuning
- Define and implement Human-in-the-Loop (HITL) frameworks for AI-assisted response generation and case resolution oversight
- Accountable for adherence to Toll Gate Methodology and all appropriate Global release processes
- Responsible to implement new AI-powered solutions as per the architecture designed by the GSO, enterprise architects and solution architects, ensuring that new solutions are cost optimized and easy to maintain
- Support non-discretionary projects leveraging an external partner strategy (including AI/cloud vendors)
- Provides project planning and estimates to develop, implement and roll out pilot and commercialized AI and Customer Care solutions in OTC
- Ensure adoption of globally harmonized processes, ways of working, and strategic AI solutions within the Customer Care and OTC space
Job specific requirements:
'- Sales & Distribution, Order to Cash process experience with a focus on Customer Care and case management
- Experience designing or delivering AI/ML or Generative AI solutions (e.g., intelligent automation, NLP, agentic workflows)
- DevOps deployment methodologies; TGM methodology understanding, Project/Program Management (internal process can be taught)
- Good knowledge of sales and distributions of fast-moving retail business processes and related technology solutions
- Vendor Management, particularly with cloud and AI technology partners (e.g., AWS)
- Good understanding of OTC tools, architecture, functions and features - including AI orchestration frameworks (e.g., AWS Agent Core)
- Good functional knowledge of SAP SD modules, standard Customer EDI processes (5-7 years' experience minimum)
- Familiarity with customer query management, case routing, SLA monitoring, and resolution workflows
- Advanced English level oral and written
Work schedule: Hybrid
No Relocation support available
Business Unit Summary
At Mondelēz International, our purpose is to empower people to snack right by offering the right snack, for the right moment, made the right way. That means delivering a broad range of delicious, high-quality snacks that nourish life's moments, made with sustainable ingredients and packaging that consumers can feel good about.
We have a rich portfolio of strong brands globally and locally including many household names such as Oreo, belVita and LU biscuits; Cadbury Dairy Milk, Milka and Toblerone chocolate; Sour Patch Kids candy and Trident gum. We are proud to hold the top position globally in biscuits, chocolate and candy and the second top position in gum.
Our 80,000 makers and bakers are located in more than 80 countries and we sell our products in over 150 countries around the world. Our people are energized for growth and critical to us living our purpose and values. We are a diverse community that can make things happen-and happen fast.
Mondelēz International is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation or preference, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Job Type
Regular
Digital Strategy & Innovation
Technology & Digital
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