Job Description
Operations Manager
Sao Paulo - Brazil
Operation & Strategy - Mobility
Regular
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About the company
If you see technology as a way to smooth your path in life, our team does too: Your Path, Our Journey.
We believe in technology that connects talented people who embrace diversity to create and share paths we don't even know about (yet!). We work to generate value not only for our users but, above all, for the communities we serve and for society as a whole, making every day better for everyone with mobility and delivery services (99) or digital payments (99Pay).
To make life easier for millions of people every day, since 2018, we have been part of DiDi DiDi Global Inc., the world’s leading mobility technology platform. We are pioneers in creating innovative solutions that start in Brazil and scale up to make a positive impact in more than 12 countries where DiDi operates. This innovation encompasses sustainability, safety, artificial intelligence, financial markets, and much more.
Whether building projects from scratch or improving our solutions, we enjoy challenges that give us butterflies, which is why we work at a fast pace with respect, collaboration, and good humor. Along this journey, we also draw strength from diverse experiences and opinions to grow together, fail quickly, learn, and adjust the course to create solutions that deliver even better results.
About the team/role
We are looking for a highly organized and results-driven Operations Manager to oversee and optimize BPO teams. This role requires strong leadership, workflow management, and data analysis skills to enhance team efficiency and performance. The ideal candidate will have experience in managing outsourced teams, driving process improvements, and collaborating across departments to ensure smooth operations.
In this role, you'll be...
BPO Management:
* Manage and coordinate the daily work of BPO to ensure tasks are completed on time and efficiently.
* Evaluate the performance of the outsourced team, provide feedback, and deliver regular training to enhance overall team productivity.
Workflow Development & Optimization:
* Develop and optimize workflows and SOPs for the outsourced team to ensure efficient and clear processes that align with platform requirements.
* Continuously evaluate and improve workflows to eliminate bottlenecks and enhance work efficiency and quality.
Task Assignment & Progress Management:
* Assign tasks based on business needs to ensure outsourced teams complete work efficiently and on schedule.
* Track the progress of outsourced teams, ensuring tasks are completed in accordance with priorities and timelines.
Data Analysis & Performance Evaluation:
* Analyze data to assess the efficiency and effectiveness of the outsourced team and implement improvements based on the analysis.
* Regularly report on the team's performance and work with them to identify areas for enhancement.
Cross-Department Collaboration:
* Collaborate closely with other teams (such as product, tech, and marketing) to ensure outsourced teams’ tasks align with overall platform objectives.
* Coordinate cross-departmental resources to ensure the outsourced team receives necessary support.
Merchant Support & Problem Solving:
* Adjust the outsourced team's focus based on merchant needs to ensure timely response and effective task execution.
* Assist the outsourced team in resolving issues faced during executions and provide optimization suggestions.
We're eager to be in touch because you have...
Bachelor’s degree or higher in Marketing, Business Administration, E-commerce, or related fields.
At least 3 years of experience in managing outsourced teams, operations, or similar roles.
Skills:
* Strong team management and coordination skills, able to guide and optimize outsourced teams effectively.
* Excellent workflow management ability, able to develop and improve efficient processes.
* Strong data analysis skills to optimize outsourced team performance.
Execution: Strong execution skills and problem-solving abilities to drive the outsourced team to complete tasks efficiently.
Cross-Department Collaboration: Strong communication and collaboration skills to coordinate resources across different teams.
Preferred Qualifications:
* Experience in managing outsourced teams in e-commerce or related industries.
* Experience in process optimization, project management, or supply chain management is 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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