Consumer Care Infrastructure & Intelligent Automation Specialist

ABOUT GENERAL MILLS

We make food the world loves: 100 brands. In 100 countries. Across six continents. With iconic brands like Cheerios, Pillsbury, Betty Crocker, Nature Valley, and Häagen-Dazs, we’ve been serving up food the world loves for 155 years (and counting). Each of our brands has a unique story to tell.

How we make our food is as important as the food we make. Our values are baked into our legacy and continue to accelerate

us into the future as an innovative force for good. General Mills was founded in 1866 when Cadwallader Washburn boldly bought the largest flour mill west of the Mississippi. That pioneering spirit lives on today through our leadership team who upholds a vision of relentless innovation while being a force for good. For more details check out http://www.generalmills.com

General Mills India Center (GIC) is our global capability center in Mumbai that works as an extension of our global organization delivering business value, service excellence and growth, while standing for good for our planet and people.

With our team of 1800+ professionals, we deliver superior value across the areas of Supply chain (SC) , Digital & Technology (D&T) Innovation, Technology & Quality (ITQ), Consumer and Market Intelligence (CMI), Sales Strategy & Intelligence (SSI) , Global Shared Services (GSS) , Finance Shared Services (FSS) and Human Resources Shared Services (HRSS).For more details check out https://www.generalmills.co.in

We advocate for advancing equity and inclusion to create more equitable workplaces and a better tomorrow.

JOB OVERVIEW

Function Overview

Consumer Care is a function of our Corporate Communication team at General Mills. The Care team interacts with all global customers through phone calls and online engagements including email and social media. Our Care team is a key business partner in driving continuous improvement and building brand trust through empathetic and effective consumer engagement. You'll play a critical role in shaping the company's reputation by transforming consumer interactions into valuable insights.

Purpose of the role

The Care Infrastructure & Intelligent Automation Specialist is responsible for ensuring the optimal performance, integration, and data integrity of our Consumer Care technology ecosystem, with a focus on enabling the future integration of Artificial Intelligence (AI), Machine Learning (ML), and Robotic Process Automation (RPA) solutions. This role is pivotal in supporting current technology solutions, driving the implementation of future technology enhancements, and leading the identification, optimization, and automation of key business processes. The Specialist will focus on infrastructure management, system integrations, building data pipelines, contributing to the strategic implementation of AI/ML capabilities, and driving process automation initiatives within the Consumer Care team.

KEY ACCOUNTABILITIES

• Maintain and optimize the Consumer Care technology infrastructure including such as Salesforce, GCP, Cerebri, Tableau, and SAP, and ensuring data is structured effectively for accurate and meaningful reporting, and for future AI/ML/RPA applications.
• Manage and monitor system integrations, ensuring seamless and accurate data flow between CRM platforms, reporting tools, and other relevant systems, with a focus on preparing data for AI/ML consumption and enabling process automation.
• Design, build, and maintain data pipelines to support reporting, analytics, AI/ML initiatives, and process automation. Ensure data quality and accessibility for model development, deployment, and automated workflows.
• Provide technical guidance and support to users regarding CRM data, reporting tools, system functionalities, the potential applications of AI/ML, and the implementation of automated processes.
• Act as a liaison between the Digital & Technology (D&T) team, data scientists, RPA developers, TAC team, and data users, translating technical needs into functional requirements and facilitating the integration of AI/ML/RPA solutions. Lead business teams in problem-solving sessions to brainstorm and prioritize automation ideas.
• Utilize database skills to support complex hierarchies and their relationships within CRM tools and reporting databases.
• Provide ongoing and timely system troubleshooting and resolution for contact center agents and Consumer Relations support staff.
• Provide thought leadership, activity coordination, and road mapping for automation projects. Measure to ensure milestones are met and deliverables are achieved.

MINIMUM QUALIFICATIONS

• Bachelor's Degree and 3+ years of related experience in a relevant field (e.g., Information Technology, Data Science, Computer Science, Business Process Management).
• Demonstrated understanding of complex hierarchies and database relationships.
• Experience working with and managing/maintaining databases.
• Proficiency in SQL and Apex programming languages.
• Experience with and understanding of complex CRM systems (e.g., Salesforce).
• Strong analytical and problem-solving skills.
• Excellent attention to detail.
• Strong communication skills, with the ability to communicate effectively with both technical and non-technical audiences.
• Ability to prioritize multiple tasks on tight deadlines and adapt to changing priorities.
• Familiarity with AI/ML concepts, RPA technologies, and their potential applications in a business context.
• Experience with business process analysis and improvement methodologies.

• Experience with cloud-based data platforms and technologies (e.g., Google Cloud Platform).
• Experience building and maintaining data pipelines for AI/ML/RPA applications.
• Experience with data visualization tools
• Experience with AI/ML platforms and frameworks
• Experience with process mapping and documentation tools