Retail Operations Specialist

hace 1 semana


Tijuana, Baja California, México DiDi Global A tiempo completo
Job Summary:

As a Retail Operations Specialist at DiDi Global, you will be responsible for ensuring the smooth operation of our driver centers. Your primary goal will be to deliver exceptional customer experiences while meeting performance and experience targets. You will act as a liaison between operations and different business lines, raising alerts in case of unforeseen events or crises. Additionally, you will be responsible for ensuring that driver centers are clean, organized, and visually appealing. You will also host VoC/info sessions, focus groups, and market intel activities to generate valuable insights for the business and key stakeholders. Furthermore, you will manage data collection for updating dashboards and conduct deep dive analysis to understand the reasons behind underperforming metrics.

Key Responsibilities:

• Supervise driver centers, providing customer support in escalated situations and managing the overall workflow of a workplace.
• Act as a liaison between operations and different business lines.
• Raise alerts in case of unforeseen events or crises.
• Ensure that driver centers are clean, organized, and visually appealing.
• Host VoC/info sessions, focus groups, and market intel activities to generate valuable insights for the business and key stakeholders.
• Manage data collection for updating dashboards.
• Conduct deep dive analysis to understand the reasons behind underperforming metrics.

Requirements:

• 2 years of previous work experience in retail, BPO operations, customer service, or sales.
• Strong communication and problem-solving skills.
• Ability to work well under pressure and adapt to changing circumstances.
• Excellent analytical capabilities to create and analyze reports and KPIs.
• Strong sales abilities and entrepreneurial mindset.
• Experience working in a retail environment, preferably in customer services positions (SME).

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