Experience & Strategy CX Ops Manager

Company Overview

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.

Team Overview

The Experience & Strategy CX Ops Manager will be responsible for managing the strategy and service flows. This role will align, design and improve customer experience processes and benchmark, prioritize and implement best practices identified in different countries, companies & cultures. You will also lead strategic projects in order to improve the customer experience among our different sides.

Role Responsibilities

• Examine existing and future business processes and work with internal groups globally to drive/assist in continuous improvement.
• Standardize processes according to best practices and market reality and develop a continuous improvement culture to ensure starting from lessons learned and going beyond.
• Recognize and address organizational barriers to ensure the future success of new programs and projects.
• Analyze current KPIs for CX, generating insights and acting on the main opportunities to ensure that we are reaching a high customer satisfaction rate according to their inputs.
• Manage a high-performance team in order to achieve company targets with less effort.
• Coordinate focus groups and research to bring the voice of the customer inside the company.
• Lead strategic projects in the customer service area, as well as define standards and playbooks.
• Continuously benchmark our products and services against different companies, identify and prioritize each area of improvement found.
• Communicate to different business areas about findings that need to be improved.
• Report to high levels about results, learnings, questions and other progress made by the area.

Role Qualifications

• Mandatory fluent English.
• >5 years of relevant work experience in management consulting, operations, customer service or business development (Preferred Internet & Consulting with Customer service background).
• >3 years leading teams or cross-functional projects.
• Demonstrated managerial skills.
• Deep experience with continuous improvement methodologies (Black/Green Belt certification is preferred).
• Must be able to work with minimal supervision, self-start, multitask and prioritize own work to meet deadlines with a very hands-on mentality.
• Must be customer-centric and have the ability to develop creative solutions to a variety of complex problems.
• Advanced communication skills (written and spoken).
• Experience creating and optimizing processes.
• Experience translating raw data into relevant actionable improvements.
• Curious about the details on how the business operates.
• Strong analytical and critical thinking skills.
• Ability to lead individuals in creating and executing the best solutions for the business, partners and consumers.
• Ability to think strategically and execute tactically, with persistent attention to detail.
• Advanced in Excel or other data management tools.

EEO Statement

• 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.

I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms