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Experience & Strategy Cx Ops Manager

hace 2 semanas

Tlahuac, México DiDi Global A tiempo completo

Company Overview:
DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.

DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world’s transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. 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 Experience & Strategy CX Ops Manager will manage the strategy and service flows. This role will align, design, and improve customer experience processes and benchmark, prioritize, and implement best practices identified in different countries, companies, and cultures. You will also lead strategic projects to improve the customer experience among our different users.

Role Responsibilities:

- Examine existing and future business processes and work with internal groups globally to drive/assist in continuous improvement.
- Standardize processes according to best practices and market reality and develop a continuous improvement culture to ensure lessons learned and go beyond.
- Recognize and address organizational barriers to ensure the future success of new programs and projects.
- Analyze current KPIs for CX, generating insights and acting on the main opportunities, ensuring we reach a high customer satisfaction rate according to their inputs.
- Manage a high-performance team to achieve company targets with low effort.
- 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, ID, 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

Role Qualifications:

- Mandatory fluent English.
- 5y+ of relevant work experience in management consulting, operations, customer service, or business development (Preferred Internet & Consulting with Customer service background).
- 3 y+ 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 **really** want to see in you**:

- Data, data and more data - Come with examples and show us with hard driven facts what you have accomplished in the past.
- Must be customer-centric and can develop creative solutions to various complex problems.
- Clear examples in management roles where YOU drove change, innovated and motivated your team.
- We need team players, not solo artists. Tell us about your team's accomplishments

EEO Statement:

- We create customer 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.
- We believe in 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.
- We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
- We believe in Diversity and Inclusion - Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.

**We are committed to building inclusive and diverse teams.**

We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, beca