Customer Success Sr Manager

99 São Paulo

Presencial

BRL 334 800 - 446 400

Tempo integral

14 dias+

Gerador de candidaturas

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Resumo da oferta

A leading mobility service provider in São Paulo is seeking a Customer Success Sr Manager to drive restaurant portfolio performance. The role requires over 10 years of experience in customer success, exceptional leadership skills, and a data-informed approach. The ideal candidate will ensure alignment across teams, manage multiple stakeholders, and develop effective operational processes. This position is full-time and offers a collaborative work environment focused on growth and diversity.

Qualificações

10+ years in Customer Success and/or commercial roles, including team leadership.
Demonstrated experience managing coordinators, scaled operations, and cross-functional initiatives.
Fluent in English.

Responsabilidades

Lead regional teams and BPOs, ensuring alignment across different functions.
Accountable for the performance of restaurant portfolios.
Design operational routines that maintain scalable processes.

Conhecimentos

Leadership

Analytical skills

Stakeholder management

Problem-solving

Communication

Organization

Formação académica

Bachelor’s degree in Business Administration, Economics, Engineering

Descrição da oferta de emprego

Overview

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About The Company

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.

About the Team / Role

This Customer Success Senior Manager will play a central role in steering our long-tail restaurant portfolios, leading regional teams and BPOs, and designing the commercial routines and processes that keep the operation disciplined, scalable, and predictable. Deep familiarity with the food service and delivery-aggregator ecosystem is essential to succeed in this role.

In this role, you\'ll be...

A leader of leaders, coaching managers and coordinators while setting a high bar for execution.
The regional focal point for your territories, ensuring alignment across Sales, Ops, CRM, and Product.
Accountable for the performance of your restaurant portfolio (retention, reactivation, order growth, GMV, cancellations).
Accountable for the leadership and performance of your coordinators and account executives.
Owner of dashboards, reviews, and actions within your portfolio (WBR/MBR/QBR; target setting; variance analysis; recovery plans).
Architect of the operating rhythm (cadences, SOPs, playbooks, QA, and governance) to scale with consistency.
Driver of restaurant health: activation, menu and catalog quality, availability/uptime, prep time, SLA adherence, pricing & promo.
BPO owner: ramp, capacity planning, QA scorecards, incentive schemes, and continuous improvement.
Lifecycle strategist for long-tail: segmentation, scaled communications (WhatsApp/Email/IVR), nudges, and education at scale.
Incident commander for portfolio issues (cancellations, spikes, outages), with prevention plans and root-cause discipline.

What We're Looking For

A track record of performance turning portfolios around and sustaining results.
Deep knowledge of the food/aggregators market and marketplace dynamics.
A people-first, results-driven management style; you develop leaders who deliver.
An analytical and outcomes-oriented mindset; you turn insight into action.
The ability to collaborate across diverse stakeholders and functions.
Strong organization and attention to detail, with operational rigor.
Proactivity and the ability to anticipate operational needs before they surface.
Hands-on experience building functions from the ground up (greenfield or heavy turnaround).
Bonus: BPO/vendor management experience

Qualifications

10+ years in Customer Success and/or commercial roles, including team leadership.
Bachelor’s degree in Business Administration, Economics, Engineering, or related field.
Fluent English.
Demonstrated experience managing coordinators, scaled operations, and cross-functional initiatives.
Willingness to travel to key regions as needed.

Competencies

Excellent verbal and written communication in English and Portuguese.
Proven ability to manage multiple direct reports and priorities with clear expectations and follow-through.
Decisive and timely judgment in dynamic, high-stakes environments.
Structured problem-solving and root-cause orientation.
Stakeholder management and negotiation, balancing short-term needs and long-term health.
Coaching and performance management, with clear standards and consequences.

Why You\'ll Love Working at DiDi

We create user 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.

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.

Growth: We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.

Diversity and Inclusion: Diversity is one of our biggest strengths. Our differences are what make us distinct. We respect each other and believe in equal opportunities for all.

Diversity & Inclusion: Diversity is not a vision of the future or something we wish to have one day, it is a non-negotiable value of who we are. We practice inclusion, plurality, and respect. We count on the governance of the Diversity Committee, which works together with HR, leadership and identity groups - 99Adapta, 99Afro, 99Cores, 99Mulheres, and 99Mamães. This part of our journey has been written, there remains a long road before us.

We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).

Seniority level