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Experience & Strategy CX Operations Manager

hace 2 meses

Xico, México Didi Global A tiempo completo
About the Role

We are seeking a highly skilled Customer Experience Strategy Manager to join our team at Didi Global. As a key member of our operations team, you will be responsible for managing the strategy and service flows to ensure a seamless customer experience.

Key Responsibilities
  • Examine existing and future business processes to identify areas for improvement and drive continuous innovation.
  • Standardize processes according to best practices and market reality, and develop a culture of continuous improvement.
  • Recognize and address organizational barriers to ensure the success of new programs and projects.
  • Analyze current KPIs for CX, generating insights and acting on opportunities to improve customer satisfaction.
  • Manage a high-performance team to achieve company targets with low effort.
  • Coordinate focus groups and research to bring the voice of the customer into the company.
  • Lead strategic projects in the customer service area, and define standards and playbooks.
  • Benchmark our product and services against different companies, identify areas for improvement, and prioritize each area.
  • Communicate findings to different business areas and report results to high levels.
Requirements
  • Mandatory fluent English.
  • 5+ years of relevant work experience in management consulting, operations, customer service, or business development.
  • 3+ years of leading teams or cross-functional projects.
  • Deep experience with continuous improvement methodologies.
  • Advanced communication skills (written and spoken).
  • Experience creating and optimizing processes.
  • Strong analytical and critical thinking skills.
  • Ability to lead individuals in creating and executing the best solutions for the business, partners, and consumers.
  • Advanced in Excel or other data management tools.
What We're Looking For

We want to see data-driven individuals who can develop creative solutions to complex problems. Clear examples of management roles where you drove change, innovated, and motivated your team are a must. We need team players who can tell us about their team's accomplishments.

About Us

We create customer value by innovating new experiences that are safe, pleasant, and efficient. We are data-driven, believing in making informed decisions by analyzing valuable metrics. We believe in win-win collaboration, integrity, and diversity and inclusion.