01Overview
Position TitleCare Infrastructure & Intelligent Automation SpecialistFunction/GroupHuman Resources / Consumer CareLocationMumbaiShift Timing1.30 pm to 10.30 pm ISTRole Reports toCare Tech & Innovation Associate ManagerRemote/Hybrid/in-OfficeHybridAbout General MillsWe make food the world loves: 100 brands. In 100 countries. Across six continents. With iconic brands like Cheerios, Pillsbury, Betty Crocker, Nature Valley, and Hagen-Dazs, weve 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 accelerateus 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.comGeneral 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.inWe advocate for advancing equity and inclusion to create more equitable workplaces and a better tomorrow.Job OverviewFunction OverviewConsumer 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. Youll play a critical role in shaping the companys reputation by transforming consumer interactions into valuable insights.Purpose of the roleThe 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 AccountabilitiesMaintain 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 QualificationsBachelors 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 .
