Continuous Improvement Manager

hace 2 meses

Bogotá Cundinamarca, Colombia 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.

LI-Hybrid

Team Overview:
Join our dynamic, fast-paced international team dedicated to continuous improvement in customer service operations. You'll collaborate with cross-functional teams across regions and business lines, focusing on streamlining and optimizing processes to enhance efficiency. We’re looking for a data-driven leader with a passion for solving complex challenges and improving performance insights, fostering operational excellence at every turn.

Role Responsibilities:

- Leading the continuous improvement efforts for our customer service operations, driving process optimization across multiple regions and business lines.
- Identifying inefficiencies in operational workflows and implementing data-driven strategies to streamline processes and enhance service delivery.
- Collaborating with cross-functional teams, including Product, Vendor Management, WFM, Operations and other CX teams, to ensure alignment on process improvements and operational goals.
- Overseeing performance metrics, conducting deep-dive analyses, and providing actionable insights to drive operational excellence.
- Guiding key initiatives focused on enhancing productivity, reducing costs, and improving overall customer experience quality.
- Coaching, developing, and mentoring team members to foster a culture of continuous improvement and operational excellence.
- Supporting large-scale global projects aimed at improving scalability and consistency in service operations.
- Analyzing data trends and customer feedback to develop strategies for resolving pain points and improving operational efficiency.
- Driving best practices in operational processes by leveraging methodologies such as Lean, Six Sigma, or Agile to ensure sustainable improvements.
- Ensuring that all improvements are aligned with the department's long-term strategic goals, contributing to both team and company-wide growth.

Role Qualifications:

- Mandatory fluent English & Spanish, with advanced communication skills (written and spoken).
- 5+ years of experience in customer service operations, process improvement, or a similar operational leadership role, preferably in a global setting.
- 3+ year managing teams or cross functional projects.
- Strong communication and collaboration skills, with the ability to influence and inspire stakeholders at all levels of the organization.
- Deep experience with continuous improvement methodologies (Black/Green Belt certification is preferred).
- Must be able to work with mínimal supervision, self-start, multitask and prioritize own work to meet deadlines with a very hands-on mentality.
- Must be customer centric and has the ability to develop creative solutions to a variety of complex problems.
- Outsourced Service Delivery skills, with experience managing vendor relationships, deploying and achieving goals, and leading external teams to meet targets.
- Experience translating raw data into relevant actionable improvements
- Curious about the details on how the business operate
- Strong analytical and critical thinking skills
- Ability to lead individuals in creating and executing the best solutions for the business, partners and consumers
- Ability to think strategically and execute tactically, and persistent attention to detail
- Advanced in Excel or other data 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 o

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