Mobility Cx Ops Service Strategy Manager

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: You will be responsible for deploying the company's and CX IBG strategy at customer experience operational levels, ensuring the best customer experience. In addition, you will be responsible for co-managing and developing the team and coordinating strategic projects. Role Responsibilities: - Define the strategies and tactics for the achievement of the area OKRs; - Establish governance with the leaders of client areas to understand and support their needs; - Establish processes and governance with frontline teams to ensure that the insights of the operation are captured and incorporated into continuous improvement processes; - Lead multifunctional projects of high complexity; - Build customer support processes aligned with the customer's service journey, experience principles and aligned to the business and product value propositions; - Support the implementation of channels, tools, and/or specialization models for customer service; - Ensure that customer-facing content (FAQs, Self Helps, Macros, Q&As, "Landing Pages", etc) are designed, maintained, and improved to support the key brand messages and reflect our values; - Lead multifunctional forums to discuss improvements to the customer experience; - Conduct complex analyses of different databases, as well as investigations directly on the frontline, to identify opportunities for improvement in the services offered. - Recognizing and addressing organizational barriers to ensure the future success of ongoing improvement programs; - Ensure that we are reaching high customer satisfaction rate; Role Qualifications: - Preferred degree industrial engineering, business administration - 5+ years’ work experience in process improvement roles - Fluent English and Spanish - Deep experience with continuous improvement methodologies (Black/Green belt previous experience is preferred). - Experience with service design and customer journey management is highly desirable; - Experience in leading multifunctional projects; - Must be customer oriented and possess the ability to develop creative solutions to a variety of complex problems. - Strong analytical and critical thinking skills; - Ability to lead individuals in creating and executing the best solutions for the business, partners and consumers; - Ability to think strategically and execute tactically, and a persistent attention to detail; - Advanced in Power Point or other presentation tools and in Excel or other data management tools - Project management skills; specific certification (CBPP) is a differential; - 6 Sigma certification is a differential; 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,