CX Operations Manager

hace 2 semanas

Bogotá, Colombia DiDi A tiempo completo

DiDi Bogota, D.C., Capital District, Colombia CX Operations Manager DiDi Global Inc. is the world’s leading mobility technology platform offering app‑based services across Latin America and beyond. We provide flexible work and income opportunities for drivers, delivery partners, and service teams. About the Team / Role As the Service Strategy & CX Operations Manager , you will design, align, and optimize customer experience (CX) strategies and service flows, benchmark best practices, and lead initiatives to enhance end‑to‑end customer experience. Responsibilities Process Optimization & Continuous Improvement: Analyze current and future business processes, standardize based on industry best practices, and drive continuous improvement initiatives. Strategic Execution & Organizational Alignment: Identify and mitigate organizational barriers, lead strategic projects, and define standards, playbooks, and scalable frameworks. Data‑Driven CX Enhancement: Monitor and analyze CX KPIs, extract actionable insights, conduct competitive benchmarking, and prioritize improvements. Stakeholder Engagement & Leadership: Manage a high‑performance team, optimize efficiency, and facilitate focus groups with BPO customer service representatives. Qualifications Fluent in English (mandatory). 5+ years of relevant experience in management consulting, operations, customer service, or business development. Background in Internet & Consulting industries with customer service experience preferred. 3+ years leading cross‑functional projects. Proven managerial skills and experience leading teams. Expertise in continuous improvement methodologies (Black/Green Belt certification preferred). Strong analytical, communication, and problem‑solving skills. Advanced proficiency in Excel or other data management tools. Benefits & Culture We create user value, are data‑driven, promote win‑win collaboration, uphold integrity, and foster growth. Diversity and inclusion are core to our values. We are committed to building inclusive and diverse teams. Equal Opportunity Employer DiDi is an Equal Opportunity Employer. Employment and advancement decisions are made based on qualifications and job requirements, with no discrimination. We are committed to a workplace free from discrimination and harassment. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Management and Manufacturing (Software Development) Referrals increase your chances of interviewing at DiDi by 2x. #J-18808-Ljbffr

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