Cx Product Operation Analyst

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:

- The team is responsible for supporting global standardization projects, aligning customer service operations workflows, and coordinating training with key stakeholders such as service delivery and operations. Additionally, the team supports the global implementation of systems and processes, while also conducting opportunity analysis on operational SOPs and system features, and participating in global system-related projects.

Role Responsibilities:

- Acting as a service design innovator, enthusiastic about elevating customer experience through technology
- Deploying your expertise in process engineering and product design to optimize customer service efficiency and quality
- Working with service agents, operation managers, and product managers globally to design and implement solutions

Role Qualifications:

- Bachelor’s degree in Computer Science, Information Technology, or Process Engineering
- Proficient in written and spoken English and Portuguese
- Mandarin is a plus
- Proficient in Visio/Flow diagram software; basic knowledge of programming languages, with SQL as an advantage
- A keen learner with strong attention to detail
- Strong analytical skills
- Excellent interpersonal and communication skills
- Willing to travel for business up to 30% of the time

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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