Customer Experience Operations Excellence Manager
DiDi Global, Mexico
Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Feb 20, 2021
Last Date
Mar 20, 2021
Location(s)
Job Description
Didi Chuxing (DiDi) is the world’s leading mobile transportation and convenience platform. The company offers a full range of app-based transportation and life services for over 550 million users across Asia, Latin America, Australia, and Russia, including Taxi, Express, Premier, Luxe, Bus, Designated Driving, Enterprise Solutions, Bike Sharing, E-bike Sharing, Automobile Solutions, Food Delivery, and Payment. Tens of millions of drivers who find flexible work opportunities on the DiDi platform provide over 10 billion passenger trips a year. DiDi is committed to collaborating with policymakers, the taxi industry, the automobile industry, and communities to solve the world’s transportation, and environmental, and employment challenges with localized smart transportation innovations by leveraging its AI capabilities. By continuously improving user experience and creating social value, DiDi strives to build a safe, inclusive, and sustainable mobile transportation and convenience ecosystem for cities of the future.DiDi uses technology to improve mobility in our world. As such, we always look for people from every background who want to support our vision, through equal opportunity and nondiscriminatory, fair and impartial treatment, completely free of prejudice related to race, nationality, religion, gender, ethnicity, age, political affiliation, sexual preference, marital status, disabilities or family responsibilities.For more information, please visit: www.didiglobal.com/news
About the role.
The Operations Excellence Managerwill be responsible for leading Projects and New launches for the CX team, for both businesses for the region. Align, design and improve strategies while creating a benchmark with competitors in terms of Customer Service and Experience by prioritizing and implementing best practices identified in different countries, companies amp; cultures. Lead strategic projects in order to improve the national customer experience.Your responsabilities
About the role.
The Operations Excellence Managerwill be responsible for leading Projects and New launches for the CX team, for both businesses for the region. Align, design and improve strategies while creating a benchmark with competitors in terms of Customer Service and Experience by prioritizing and implementing best practices identified in different countries, companies amp; cultures. Lead strategic projects in order to improve the national customer experience.Your responsabilities
- Support New country launches ( playbooks, localization, Knowledge base)
- Lead experience improvement action plans, which impact business results;
- Interact with the regional platform to align / prioritize and defend features, based on business data anddefending the customer experience
- Lead strategic projects ( new channels and systems) of customer experience department;
- Collaborate with Local CX Managers to define the team efforts and focus by setting priorities based on Customer Experience and Satisfaction
- Recognizing and addressing organizational barriers to ensure the future success of ongoing improvement programs;
- Work with multifunctional teams in order to improve customer experience;
- Ensure that we are reaching high customer satisfaction rate;
- Be the customers advocate inside and outside the organization.
- Preferred degree industrial engineering, business administration
- 3+ years’ work experience in process improvement roles /Experience in product Management
- Fluent English and Spanish
- Deep experience with continuous improvement methodologies (Black/Green Belt previous experience is preferred) .
- Must be able to work with minimal supervision, multitask, and prioritize own work to meet deadlines.
- Must be customer focused 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.
Job Specification
Job Rewards and Benefits
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