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Senior Customer Experience Manager

hace 2 meses

Bogotá, Bogotá D.E., Colombia Didi Global A tiempo completo

Company Overview


DiDi Global Inc. is the world's leading mobility technology platform, offering a wide range of app-based services across markets in Asia-Pacific, Latin America, and Africa.


With a strong commitment to innovation and customer satisfaction, DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities.


The company collaborates with policymakers, the taxi industry, the automobile industry, and communities to address global transportation, environmental, and employment challenges through AI technology and localized smart transportation innovations.


Team Overview


We are a team of passionate professionals dedicated to delivering exceptional customer experiences.


In this role, you will be responsible for building and maintaining relationships with our Business Process Outsourcing (BPO) partners and other internal teams to ensure quality standards and customer experience satisfaction.


This position requires someone who loves building things from scratch and working with a diverse, top-talent team.


Role Responsibilities


Key responsibilities include ensuring services are delivered to clients, leading cross-functional projects in customer experience, demonstrating expertise in CX, providing professional guidance, and beginning to lead a team or projects while assisting and empowering others.


You will also independently plan and execute strategies for sub-areas, facilitate execution, and analyze data to make informed decisions.


Required Skills and Qualifications


To succeed in this role, you should have 5+ years of work experience in process improvement roles, be fluent in English and Spanish, and possess deep experience with continuous improvement methodologies (Black/Green belt experience preferred).


You should also have excellent oral and written communication skills, effective time and team management skills, and be able to analyze data, make decisions, and communicate with stakeholders.


Benefits


We offer a competitive salary of $120,000 per year, commensurate with experience.


A dynamic, fast-paced work environment, and opportunities for growth and development.


At DiDi, we strive to create better life experiences and greater social value by building a safe, inclusive, and sustainable transportation ecosystem for cities of the future.