Service Delivery Sr Manager, 99Food

Didi-Global-; São Paulo; Hybrid; BRL 180,000 - 250,000; Full time

Job summary

DiDi Global Inc. is seeking a seasoned CX Operations Manager for the Brazil region. You will oversee service delivery, manage client relationships, and coordinate cross-functional teams to ensure top‑tier customer experiences across multiple BPOs.

The role requires 5+ years in field service and 2+ years in a leadership capacity, with advanced English. You will drive continuous improvement, manage budgets, and report performance to stakeholders in a fast-paced, hybrid work environment.

Qualifications

• Minimum 5 years’ experience in field service and 2 years in a manager or supervisory role.
• Advanced English skills.
• Strong ability to build credible relationships with stakeholders.
• Excellent time management and ability to work under pressure to meet KPIs.

Responsibilities

• Oversee service delivery according to SLAs and KPIs; monitor performance and address issues.
• Serve as the primary client contact for service delivery and manage client relationships.
• Coordinate with IT, operations and support to ensure seamless delivery and allocate resources.
• Lead incident and problem management; ensure root-cause analysis and preventive actions.
• Identify opportunities to improve service quality, efficiency and customer satisfaction.
• Provide regular reporting on service performance to stakeholders and communicate updates.

Skills

Client management

Leadership

Communication

Problem solving

Time management

Analytical thinking

Advanced English

Job description

Company Overview

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.

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Team Overview

CX is a key to deliver a great experience to our customers. Our team is BIG and full of people passionate about delivering a WOW service to our clients! In this position, you will be working directly with the CX & Relationship Manager for Brazil region managing our various BPOs. You will work every day to improve our Customer Service Experience in the different countries where DiDi has services in Latin America. If you love building things from scratch and working with a diverse, top talent team, this might be the ideal job for you!

Role Responsibilities

Service Oversight:Ensure services are delivered according to agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) and monitor service performance and address any issues or deviations;

Client Relationship Management: Act as the primary point of contact for clients regarding service delivery and build and maintain strong relationships with clients to understand their needs and expectations.

Team Coordination: Work closely with internal teams (e.g., IT, operations, support) to ensure seamless service delivery and coordinate resources and activities to meet service commitments; Incident and Problem Management:Oversee the resolution of service-related incidents and problems and ensure root cause analysis is conducted and preventive measures are implemented.

Continuous Improvement: Identify opportunities to improve service quality, efficiency, and customer satisfaction. Implement best practices and process improvements.

Reporting and Communication: Provide regular reports on service performance to stakeholders. Communicate service updates, issues, and resolutions to clients and internal teams.

Budget and Resource Management: Manage the budget for service delivery, ensuring cost-effectiveness. Allocate resources effectively to meet service demands.

Risk Management: Identify and mitigate risks that could impact service delivery. Develop contingency plans for potential service disruptions.

Compliance and Governance: Ensure services comply with regulatory requirements and organizational policies. Maintain documentation and audit trails for service delivery processes.

Customer Satisfaction: Monitor and improve customer satisfaction levels. Gather feedback from clients and implement changes to enhance their experience.

Role Qualifications

Minimum 5 years’ experience field service area and 2 years manager or supervisor; Be self-motivated, have a strong sense of responsibility, Excellent time management skills and great ability to work under pressure to meet KPIs;

Bonus: Knowledge or experience within the Ridesharing or Delivery industry;

Excellent communication, mentoring, and stand problem-solving abilities;

Have an analytical approach to problem-solving;

Advanced English;

Ability to build credible business relationships with key stakeholders internally and externally;

Resilient, able to work in a highly dynamic, fast and highly motivated environment to deliver a memorable customer experience and support various internal and external stakeholders.

EEO Statement

• We create customer 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.
• We believe in 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.
• We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
• We believe in Diversity and Inclusion – Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.

We are committed to building inclusive and diverse teams.

At DiDi, we believe that our differences are our biggest source of strength. That‘s why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.

We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that’s how we create better products and services, make better decisions and better serve the communities we’re a part of.

I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms