Cx & Relationship Sr Analyst

hace 7 días

Bogota, 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.

Team Overview:
The driver center program is key in DiDi’s driver-partner acquisition and experience. Driver center locations are in-person support facilities that help driver-partners get onboarded, resolve outstanding issues, and getting involved with DiDi’s brand and experience. This role requires a special blend of skills, a person who is comfortable with engaging prospective driving partners and also analytical in their approach to ensure our offline acquisition efforts enable our growth

As our Driver Center Senior Analyst - you will provide substantial support to the day-to-day operations of driver centers and offline acquisition channels providing strategic insights for operations improvement. In this role, you will work to provide the best in class customer experience for new and existing DiDi’s Driver-Partners. You'll lead a Driver Center team to offer efficient acquisition and engaging interactions to DiDi’s drivers. You will work to continually improve performance metrics and collaborate across the organization on projects to achieve overall business goals.

Role Responsibilities:
Oversees and improves offline Acquisition channels and Driver Center Operations.
- Build and maintain top facilities to service our driver-partners in-person
- Recruiting, developing, and training advisors to offer best in class experience to driver-partners
- Ensure healthy service, financial, and experience metrics aligned with cross-functional teams
- Project participation to support overall business goals

Role Qualifications:

- With more than 3 years of operation experience in ride hailing industry or relevent industrial experience
- KPI mindset. Operates, reports, and works daily on improving the business KPI´s
- Proficiency in English and Spanish is required
- Ability to engage with customers to build creative business programs and campaigns
- Experience in a service/retail environment preferred
- Great organizational skills with great follow through on tasks
- Enthusiastic and can-do attitude. Willing to be flexible and take on challenging tasks. Ability get things done in a highly cross-functional environment

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, 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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