Cx Projects and Operations Senior Manager
hace 2 días
**Company Overview**
DiDi Global Inc. is a leading mobility technology company that offers a wide range of app-based services across various markets, including ride-hailing, taxi-hailing, chauffeur services, and other forms of shared mobility. The company provides car owners, drivers, and delivery partners with flexible work and income opportunities. DiDi is committed to collaborating with policymakers, the taxi industry, the automobile industry, and communities to solve transportation, environmental, and employment challenges through the use of AI technology and localized smart transportation innovations.
**The Company's Mission**
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 Senior Manager of Community Operations is a key role that leads and manages a dynamic team focused on fostering an engaged and vibrant customer community. This role is integral to driving customer satisfaction, loyalty, and advocacy by ensuring that community platforms are effectively utilized, moderated, and aligned with the broader customer experience strategy.
**Key Responsibilities**
- Develop and execute a comprehensive community strategy aligned with business objectives.
- Oversee the day-to-day operations of customer community platforms, ensuring a positive and engaging experience for all members.
- Collaborate with cross-functional teams to integrate community feedback into broader customer experience initiatives.
- Recognize and address organizational barriers to ensure the future success of new programs and projects.
- Lead, mentor, and develop a team of community account managers and moderators, fostering a culture of collaboration, innovation, and continuous improvement.
- Set clear performance goals and regularly assess team performance to ensure alignment with business objectives.
- 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 product and services against different companies, 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.
- Monitor and analyze community metrics to assess the health and effectiveness of community initiatives.
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