Retail Ops MX Specialist

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.

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The Specialist Role is the bridge that connects satellite operations with DiDi management team. This position fosters operational excellence by ensuring Driver Center operate smoothly and meet performance and experience targets. This position is key to drive DiDi’s principles and permeate our culture in DiDi satellite locations.

• The supervision of driver centers, providing customer support in escalated situations and manage the overall workflow of a workplace.
• Acting as the liaison between the operation and different business lines.
• Raising alerts in case of unforeseen events / crisis / government visits.
• Ensuring that DCs are always clean, organised and visually appealing.
• Hosting VoC / info sessions, focus groups and market intel activities that generate valuable insights to the business and key stakeholders.
• Managing data collection for the updating dashboards.
• Conducting deep dive analysis to understand the reasons of underperforming metrics - Quality Controls.

Years of experience:

• 2 years previous work experience in retail, BPO operations, customer service, sales.

Main Skills:

• Communication: Strong verbal and written communication skills for effectively interacting with customers, team members, and other departments.
• Problem-Solving: Excellent problem-solving abilities to quickly and efficiently address End User issues and team challenges.
• Customer-focused approach and ability to work well under pressure.
• Excellent analytical capabilities to create and analyse reports and KPIs.
• Strong sales abilities.
• Entrepreneurial mindset.
• Adaptability: Flexibility to adapt to changing circumstances, customer needs, and new technologies.

Preferred Industries Experience:

• Experience working in a retail environment, preferably in customer services positions (SME).

• 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.

At DiDi, we believe that our differences are our biggest source of strength. That’s why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.

We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that’s how we create better products and services, make better decisions and better serve the communities we’re a part of.

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