Job Description
CX Center of Operations Manager
Sao Paulo - Brazil
Customer Experience
Regular
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About the company
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.
For more information, please visit:
www.didiglobal.com/news
About the team/role
This position is part of our CX Center of Operations team, where you will join a diverse, multinational group responsible for:
a) Enhancing automated solutions through intelligent channel strategies and continuous improvement
b) Reducing the effort of users to contact us, by defining the right Help center, IVR and channel solutions.
In this role, you will focus primarily on our Fintech business, work closely with cross-functional teams and build strong relationships with key stakeholders. You will be expected to contribute to OKR performance tracking, lead product discovery, and analyze data to identify correlations and root causes. Additionally, you will propose solutions to optimize CX channel operations, improving performance and making them more actionable for internal stakeholders, while ensuring system configurations align with business needs.
In this role, you'll be...
Process Optimization: Identify and implement improvements across the product and user journey. Collaborate closely with product managers and cross-functional teams to streamline workflows and boost efficiency.
Continuous Improvement: Analyze current operations, processes, and workflows through in-depth analysis, research, benchmarking, and in-app tests. Investigate data to uncover root causes of business issues, supporting the prioritization of solutions. Recommend enhancements to improve team productivity and optimize the overall product development process.
Data Analysis & Reporting: Analyze product performance metrics and provide actionable insights to business and product teams. Design and maintain dashboards and reports that track KPIs and product success, driving informed action plans and improvement initiatives.
Cross-Functional Support: Support various departments to ensure smooth coordination and execution of product launches and releases. Address bottlenecks in the product development pipeline and actively engage in meetings, global squads, and workshops with senior stakeholders to offer valuable insights and aid in decision-making.
System configurations: Ensure accurate system configuration and collaborate with UX writing teams on customer-facing solutions.
Risk & Issue Management: Identify and communicate potential risks or issues that may impact product success, and work proactively to mitigate them.
Support Strategic Decision Making: Collaborate with senior leadership to provide data-driven insights, enabling strategic decisions related to product portfolios, resource allocation, and priorities.
We're eager to be in touch because you have...
Bachelor degree in a quantitative discipline: engineering, economics, technology or related fields
5+ year of previous experience in data analytics, business insights, product operations and/or user research
1+ Experience in Fintech sector is a PLUS
Programming-related, databases and data processing knowledge and experience. Excel is mandatory. SQL is a plus.
Strong skills and knowledge in data visualization tools (such as Tableau, Power BI, DataStudio) is a plus
General knowledge of user experience (UI, UX)
Knowledge in experimental design (such as A/B experiments)
Language Requirements:
Fluent Business English and Spanish (mandatory); Business Mandarin (a plus).
Additional Skills:
Experience in CX operations (a plus).
You'll love working at DiDi because...
We create user 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.
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.
Growth
We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
Diversity and Inclusion
Diversity is one of our biggest strengths. Our differences are what make us distinct. We respect each other and believe in equal opportunities for all.
Diversity & Inclusion
Diversity is not a vision of the future or something we wish to have one day, it is a non-negotiable value of who we are.
We practice inclusion, plurality, and respect. And we count on the governance of the Diversity Committee, which works together with HR, leadership and identity groups - 99Adapta, 99Afro, 99Cores, 99Mulheres, and 99Mamães. This part of our journey has been written, there remains a long road before us.
We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).
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