CX ops manager at DiDi Global

São Paulo, São Paulo, Brazil -

Full Time

Start Date

Immediate

Expiry Date

12 Sep, 26

Salary

0.0

Posted On

14 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Project Management, Process Mapping, Governance Frameworks, Team Leadership, KPI Monitoring, Stakeholder Management, BPMN, Lean, Six Sigma, Agile, Scrum, Data Analysis, Excel, Jira, Asana, Trello

Industry

Software Development

Description

Company Overview If you see technology as a way to smooth your path in life, our team does too: Your Path, Our Journey. We believe in technology that connects talented people who embrace diversity to create and share paths we don't even know about (yet!). We work to generate value not only for our users but, above all, for the communities we serve and for society as a whole, making every day better for everyone with mobility and delivery services (99) or digital payments (99Pay). To make life easier for millions of people every day, since 2018, we have been part of DiDi DiDi Global Inc., the world’s leading mobility technology platform. We are pioneers in creating innovative solutions that start in Brazil and scale up to make a positive impact in more than 12 countries where DiDi operates. This innovation encompasses sustainability, safety, artificial intelligence, financial markets, and much more. Whether building projects from scratch or improving our solutions, we enjoy challenges that give us butterflies, which is why we work at a fast pace with respect, collaboration, and good humor. Along this journey, we also draw strength from diverse experiences and opinions to grow together, fail quickly, learn, and adjust the course to create solutions that deliver even better results. #LI-Hybrid Team Overview Customer experience is fundamental to providing a great experience for the millions of people who use our services. Our team is BIG, collaborative, and full of people passionate about building exceptional journeys for our users. In this position, you will be a key player in structuring and governing our initiatives, and working with cross-functional teams to design, implement, and optimize processes that directly impact our CX operations. We are looking for a leader capable of managing and developing their team, with strong skills in project management, process mapping, and implementing governance structures, passionate about organization, efficiency, people development, and transforming the customer experience through an engaged team and well-defined operations. Role Responsibilities Leading, inspiring, and developing your team, setting clear goals, providing continuous feedback, managing team performance, ensuring results delivery, and fostering a collaborative, high-performance environment. Leading the planning, execution, and monitoring of strategic Customer Experience projects, ensuring alignment with the area's objectives. Mapping, designing, documenting, and optimizing internal Customer Service processes, identifying bottlenecks and improvement opportunities focusing on clarity, efficiency, and scalability. Developing and implementing governance frameworks for initiatives and processes, defining roles, responsibilities, success metrics (KPIs), and follow-up routines. Actively collaborating with leaders and teams from different countries and businesses to ensure the integration and alignment of the area's processes and projects. Managing the CX project portfolio, prioritizing initiatives based on impact and feasibility, and communicating status and results to stakeholders. Defining and monitoring performance indicators for the processes and projects under your responsibility, using data to support decisions and demonstrate the impact of actions. Promoting a culture of organization and continuous improvement within the area, encouraging standardization and the adoption of best practices in process and project management. Analyzing operational data and customer feedback to identify needs and opportunities that can be addressed through new projects or process redesign. Managing risks and solving complex problems related to project execution and the performance of CX processes. Ensuring that all initiatives are aligned with the long-term strategic vision of the Customer Experience area and the company. Role Qualifications Fluent in English, with excellent verbal and written communication skills. Proven 5+ years of experience in areas such as Customer Experience, Operations, Project Management, or Process Consulting, preferably in technology companies or with digital operations. Solid experience in project management methodologies (such as PMP, Prince2, Agile/Scrum - certification is a plus) and related tools (e.g., Jira, Asana, Trello). Deep knowledge and practical experience in process mapping, design, and optimization (e.g., BPMN, Lean, Six Sigma) and use of diagramming tools (e.g., Visio, Lucidchart, Miro). Proven ability to establish and manage project and process governance structures. Strong analytical and complex problem-solving skills, with the ability to translate data and business needs into clear and executable action plans. Excellent communication, negotiation, and collaboration skills, with the ability to inspire, influence, and engage stakeholders and team members at all levels. Proactive, organized profile, with autonomy to manage multiple priorities, meet deadlines, and a hands-on mentality. Customer-centric mindset and passion for creating efficient and scalable solutions that improve the user experience. Advanced knowledge of Excel or other data analysis and management tools. 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. Diversity & Inclusion Diversity is not a future vision or a wish for something we want someday; it is a non-negotiable value of who we are today. We embrace inclusion, plurality, and respect, and to achieve this, we rely on the governance of the Diversity Committee, which works alongside HR, our leadership, and identity groups—99Adapta, 99Afro, 99Colors, 99Womem, and 99Familys. This is our ongoing journey, with much more still to come. We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD). I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms

Responsibilities

Lead and develop a team to design, implement, and optimize Customer Experience processes and governance structures. Manage the CX project portfolio and use data to monitor performance and drive continuous operational improvement.