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(Urgente) CX Ops Service Strategy Manager...

(Urgente) CX Ops Service Strategy Manager...

DiDiBogotá, CO
Hace 6 horas
Descripción del trabajo

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

  • Mandatory : Fluent in English.
  • Experience : >

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

  • Preferred : Background in Internet & Consulting industries with Customer Service experience.
  • 3+ years leading cross-functional projects.
  • Proven managerial skills.
  • Deep expertise in continuous improvement methodologies (Black / Green Belt certification preferred).
  • Self-starter with the ability to work with minimal supervision, multitask, and prioritize effectively to meet deadlines.
  • Strong hands-on mentality with a customer-centric approach and the ability to translate raw data into actionable insights.
  • Advanced proficiency in Excel or other data management tools; strong analytical and leadership abilities.

    • 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

  • Seniority level : Mid-Senior level
  • Employment type : Full-time
  • Job function : Other
  • Industries : Software Development

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    Cx Ops Service Strategy Manager • Bogotá, CO