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Experience Operations Manager
hace 2 semanas
About DiDi Global Inc.
We are a leading mobility technology platform, offering a wide range of app-based services across various markets. Our mission is to solve transportation, environmental, and employment challenges through the use of AI technology and localized smart transportation innovations. We strive to create better life experiences and greater social value by building a safe, inclusive, and sustainable transportation ecosystem for cities of the future.
The Customer Experience (CX) Team
As a key part of our CX team, you will play a crucial role in delivering high-quality service and ensuring an outstanding experience for our users. Your responsibilities will include managing daily operations and services related to customer experience, ensuring operational excellence in a complex and dynamic environment.
Key Responsibilities:
- Oversee the day-to-day management of BPO partners, ensuring alignment with company values, operational standards, and customer experience goals.
- Monitor and analyze operational KPIs, ensuring service excellence and efficiency.
- Drive continuous process improvements to enhance the efficiency and quality of CX operations.
- Act as a key point of contact between internal teams, external vendors, and regional/global CX leaders.
- Engage with cross-functional teams to align on business goals, identify friction points, and propose solutions.
Requirements:
- Bachelor's degree in Business, Engineering, Economics, or related fields.
- Experience in operations management, customer experience, or BPO/vendor management.
- Strong analytical skills with experience in data tools such as Excel (advanced), Google Sheets, and BI tools.
- Excellent problem-solving and decision-making skills, with a structured and systematic approach.
- Strong communication and interpersonal skills, with the ability to influence and collaborate across different teams and cultures.
