CX Ops Service Strategy Manager...

Overview

DiDi is hiring for the CX Ops Service Strategy Manager role in Bogota, Colombia. You will oversee the design, alignment, and optimization of customer experience strategies and service flows across markets.

Responsibilities

• Process Optimization & Continuous Improvement : Analyze current and future business processes, identify and drive continuous improvement initiatives, standardize processes based on industry best practices and market realities.
• Strategic Execution & Organizational Alignment : Identify and mitigate organizational barriers, lead strategic projects within the customer service domain, define standards, playbooks, and scalable frameworks.
• Data-Driven CX Enhancement : Monitor CX KPIs, extract actionable insights to prioritize improvements, conduct competitive benchmarking to identify and prioritize enhancements.
• Stakeholder Engagement & Leadership : Manage a high-performance team, facilitate focus groups with BPO customer service representatives to assess process effectiveness and comprehension.

Requirements

5 years of relevant work experience in management consulting, operations, customer service, or business development.

Benefits & Why DiDi

We offer a values-driven environment focused on delivering user value, data-driven decision making, collaboration, integrity, growth, and diversity and inclusion. DiDi is an Equal Opportunity Employer.

About The Company

DiDi Global Inc. is the world’s leading mobility technology platform offering ride hailing, taxi hailing, chauffeur, and other mobility services, as well as food delivery, intra-city freight, and financial services.

Employment Type & Seniority

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