CX Center of Operations Manager

99; São Paulo; Presencial; BRL 20.000 - 80.000; Tempo integral

Resumo da oferta

A leading company in mobility technology is seeking a CX Center of Operations Manager to enhance automated solutions and optimize customer experience operations. The role involves collaborating with cross-functional teams, analyzing data, and implementing process improvements within the Fintech sector. Ideal candidates will have a quantitative degree and extensive experience in data analytics and operations management.

Serviços

Flexible work opportunities

Diversity and inclusion initiatives

Team collaboration and growth opportunities

Qualificações

• 5+ years in data analytics, business insights, product operations, or user research.
• Experience in Fintech is a plus.
• Fluent in English and Spanish; Mandarin is a plus.

Responsabilidades

• Streamlining workflows and improving efficiency.
• Tracking KPIs, designing dashboards, and providing insights.
• Identifying and mitigating potential risks.

Conhecimentos

Data Analysis

Process Optimization

Data Visualization

Problem Solving

Stakeholder Management

Formação académica

Bachelor’s degree in a quantitative discipline

Ferramentas

Excel

SQL

Tableau

Power BI

DataStudio

Descrição da oferta de emprego

Join to apply for the CX Center of Operations Manager role at 99.

About The Company:

DiDi Global Inc. is the world’s leading mobility technology platform, offering a wide range of app-based services across Asia-Pacific, Latin America, and Africa, including ride hailing, taxi hailing, chauffeur, hitch, shared mobility, auto solutions, food delivery, intra-city freight, and financial services.

DiDi provides flexible work and income opportunities for car owners, drivers, and delivery partners. The company aims to address transportation, environmental, and employment challenges through AI technology and smart transportation innovations, building a safe, inclusive, and sustainable ecosystem for future cities.

For more information, visit: www.didiglobal.com/news

About The Role:

This position is part of our CX Center of Operations team, responsible for:

• Enhancing automated solutions through channel strategies and continuous improvement.
• Reducing user contact effort by optimizing Help center, IVR, and channel solutions.

You will focus on our Fintech business, collaborate with cross-functional teams, build stakeholder relationships, contribute to OKR tracking, lead product discovery, analyze data, and propose solutions to optimize CX channel operations.

Responsibilities include:

• Process Optimization: Streamlining workflows and improving efficiency.
• Continuous Improvement: Analyzing operations, researching, benchmarking, and testing to identify root causes and recommend enhancements.
• Data Analysis & Reporting: Tracking KPIs, designing dashboards, and providing insights.
• Cross-Functional Support: Assisting departments with product launches and addressing bottlenecks.
• System Configurations: Ensuring system accuracy and collaborating on customer-facing solutions.
• Risk & Issue Management: Identifying and mitigating potential risks.
• Supporting Strategic Decisions: Providing data-driven insights to leadership.

You have:

• A bachelor’s degree in a quantitative discipline (engineering, economics, technology, or related).
• 5+ years in data analytics, business insights, product operations, or user research.
• Experience in Fintech is a plus.
• Knowledge of programming, databases, data processing, Excel (mandatory), SQL (plus).
• Skills in data visualization tools (Tableau, Power BI, DataStudio) are a plus.
• Understanding of UI/UX.
• Experience with A/B testing.
• Fluent in English and Spanish; Mandarin is a plus.
• Experience in CX operations is a plus.

Why work at DiDi?

• We create user value by innovating safe, pleasant, and efficient experiences.
• We are data-driven, making informed decisions based on metrics.
• We promote win-win collaboration, teamwork, and excellence.
• We uphold integrity, doing the right thing with sincerity and openness.
• We pursue growth, learning from mistakes and helping each other improve.
• We value diversity and inclusion, respecting differences and providing equal opportunities.

Diversity & Inclusion:

We see diversity as a core value, practicing inclusion, respect, and equality. Our Diversity Committee works with HR, leadership, and various groups to foster an inclusive environment. We welcome all applicants, including pregnant people and persons with disabilities.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Management and Manufacturing

Industries

• Software Development