Service Delivery Sr Manager, 99Food

DiDi Chuxing; São Paulo; Hybrid; BRL 180,000 - 240,000; Full time

Job summary

DiDi Global Inc. in Brazil seeks an experienced CX Operations Manager to oversee service delivery across multiple BPOs, ensuring SLAs/KPIs are met and strengthening client relationships.

You will coordinate IT/ops/support, drive continuous improvement, manage budgets and resources, and report performance to stakeholders. Requires 5+ years field service and 2+ years in a supervisory role, plus advanced English.

Qualifications

• Minimum 5 years’ experience in field service.
• 2 years in a managerial or supervisory role.
• Self-motivated with strong responsibility.
• Excellent time management and ability to work under pressure to meet KPIs.
• Bonus: knowledge from ridesharing or delivery industry.
• Excellent communication, mentoring, and problem-solving abilities.
• Analytical approach to problem-solving.
• Advanced English proficiency.
• Ability to build credible business relationships with stakeholders.
• Resilient in a dynamic, fast-paced environment.

Responsibilities

• Service Oversight: Ensure services are delivered according to SLAs and KPIs and monitor performance.
• Client Relationship Management: Act as primary contact for clients and build strong relationships.
• Team Coordination: Work with IT, operations, and support to ensure seamless service delivery.
• Incident and Problem Management: Oversee incident resolution and root-cause analysis.
• Continuous Improvement: Identify opportunities to improve service quality and efficiency.
• Reporting and Communication: Provide regular performance reports to stakeholders.
• Budget and Resource Management: Manage budgets and allocate resources effectively.
• Risk Management: Identify risks and implement contingency plans.
• Compliance and Governance: Ensure regulatory compliance and maintain audit trails.
• Customer Satisfaction: Monitor and improve customer satisfaction levels.

Skills

Stakeholder management

Leadership

English proficiency

Tools

CRM systems

Job description

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.

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!

In this role, you'll be...

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.

We're eager to be in touch because you have...

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.

You’ll love working at DiDi because...

• 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. And 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).