Transformational CX Relationship Manager
hace 1 semana
Company Overview: Didi Global Inc. is a pioneering mobility technology platform, revolutionizing transportation and local services worldwide. With a presence in Asia-Pacific, Latin America, and Africa, our app-based services include ride-hailing, taxi-hailing, chauffeur services, hitch rides, and more. We also offer auto solutions, food delivery, intra-city freight, and financial services. Our mission is to create better life experiences and social value by building a safe, inclusive, and sustainable transportation ecosystem for cities of the future.
Job Description
We are seeking an exceptional CX Relationship Manager to join our team. As a key member, you will build and maintain relationships with Business Process Outsourcing (BPO) partners and other areas within the company. Your primary responsibility will be to ensure our quality standards and customer experience satisfaction. If you thrive in a dynamic environment and enjoy working with diverse top talent teams, this role may be ideal for you.
Key Responsibilities:
- Evaluate service delivery to organization clients.
- Lead cross-functional projects in CX, demonstrating expertise and providing professional guidance to the team.
- Begin leading teams or projects, assisting and empowering others.
- Independently develop plans for sub-areas and facilitate strategy execution.
Requirements
To succeed in this role, you will need:
- At least 5 years' experience in process improvement roles.
- Fluent English and Spanish.
- Deep knowledge of continuous improvement methodologies, preferably with Black/Green belt certification.
- Experience with supplier management.
- Excellent oral and written communication skills.
- Effective time and team management skills.
- Able to analyze data, make decisions, and effectively communicate with stakeholders.
- Resilient and able to work in a fast-paced environment to deliver memorable customer experiences.
- Demonstrate a comprehensive growth mindset and continuous learning.
- Familiarity with CX KPIs (CSAT, CPO, TPO, THS, Quality Index, etc.) and ability to recognize trends and patterns to solve issues.
Salary Estimate: $120,000 - $180,000 per year, depending on experience.
Benefits
Didi Global offers a competitive salary, benefits package, and opportunities for growth and development. We strive to create a diverse and inclusive work environment where everyone feels valued and empowered to contribute their best work.
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