CX Operations Manager

DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.

DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world’s transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.

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In the CX area, we are hundreds of people, from different places and with different cultures, responsible for strategically managing the customers' experience throughout their journey with the company.

We are a customer-centric team , which means that we adopt and apply a list of key experience principles that establish the expected behaviors, mindset, processes, metrics and ways of working to protect customer’s experience while generating value to the business. We look for people who are willing to embrace these principles by going far and beyond to bring them to life, and more importantly, who are passionate and driven by positively impact people’s lives and experiences.

DiDi is a key to deliver a great journey to all customers. Our team is dynamic, multicultural, diverse and full of passionate people located in Latin America whose mission is to deliver a WOW service to our clients.

The CX Ops Manager is responsible of defininng the CX strategy for the Paymens business line, ensuring the achievement of strategic goals and optimizing resource allocation.

In this position, the CX Ops Manager will be in charge of mapping current and future processes, implement deep dive analysis to uncover areas of improvement and design the service delivery strategy to ensure a great experience to our users, while creating internal efficiencies to maximize value generation to the business.

Additionally, this possition will be supporting the definition and execution of strategic initiatives to build the best-in-class experience in coordination with teams in China and LATAM.

• Design and implement process/product improvements.
• Deep dive analysis to generate actionable insights to provide a seamless user experience.
• Define the governance with internal/external stakeholders and efficiently coordinate cross-team cooperation.
• Optimize resource allocation to implement strategic initiatives.
• Capable of coordinating projects independently to achieve the OKRs.
• Support on the launch of new products and regions.

• Bachelor’s degree in engineering, business administration or similar.
• Min 5 years of relevant work experience in consulting, operations, customer experience or related area (preferred background in financial services).
• Experience mananging multiple stakeholders.
• Proficiency in Excel and Google Suites required.
• Proficiency in English required.
• Comfort working with teams in different time zones .
• Knowledge in SQL (nice to have).
• Must be able to work with minimal supervision, be self-starter and prioritize own work to meet deadlines with a hands-on mentality.

• We create customer value – We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant, and efficient.
• We are data-driven – We are strong believers in making informed decisions, that’s why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.
• We believe in Win-win Collaboration – Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.
• We believe in integrity – Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.
• We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
• We believe in Diversity and Inclusion – Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.

We are committed to building inclusive and diverse teams.

At DiDi, we believe that our differences are our biggest source of strength. That‘s why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.

We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that’s how we create better products and services, make better decisions and better serve the communities we’re a part of.

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