CX Operations Sr. Manager
Job Location:
Buenos Aires - Argentina
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
DiDi Global Inc. is the worlds 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 worlds 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.
For more information please visit: Overview As a CX Operations Sr Manager you will be responsible for developing and executing customer experience (CX) strategies that align with business objectives and enhance customer satisfaction. This role requires a dynamic leader who can manage cross-functional teams drive continuous improvement and lead strategic projects to elevate the customer experience across multiple countries. You will be responsible for... Drive Process Optimization: Standardize and improve customer experience processes based on best practices and lead continuous improvement initiatives to drive both efficiency and experience metrics . Ensure that lessons learned are implemented to drive future success. Foster Voice of the Customer: Establish governance to capture and disseminate the Voice of the Customer across the organization. Monitor and improve key performance indicators (KPIs) including CSAT NPS contact rate among others. Exercise Cross-Functional Leadership: Lead cross-company projects with diverse team members from different localities to bring the Voice of the Customer into DiDi. Collaborate with senior leaders to understand and support their needs ensuring high-quality customer service. Reporting and Communication: Regularly report to senior leadership on progress learnings and strategic insights. Communicate findings and areas for improvement to different business areas. Experience: 8 years of relevant experience in management consulting operations customer service or business development with at least 5 years leading teams or cross-functional projects/programs. Skills: Strong experience with continuous improvement methodologies advanced communication skills and the ability to lead teams in creating and executing solutions for the business partners and consumers. Technical Proficiency: Advanced skills in Excel or other data management tools. Demonstrated ability to use data to drive decisions and improvements. Leadership: Proven track record in managing high-performance multifunctional teams. Ability to collaborate influence and engage stakeholders from diverse backgrounds. Adaptability: Ability to work with remote teams across different time zones and foster a cohesive and innovative work culture. Flexibility: You are capable of navigating and getting involved in the big picture strategy to the details of a project or a process being implemented. Language: Fluency in English is mandatory We are committed to building inclusive and diverse teams. At DiDi we believe that our differences are our biggest source of strength. Thats 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 thats how we create better products and services make better decisions and better serve the communities were a part of. I acknowledge that prior to submitting this application I have read and accepted the Privacy Notice for Candidates which is available on Experience: Manager
Write and share compelling VOC reports: build business memos with strong storytelling with data to drive influence with business stakeholders to take action in the insights being shared.
