滴滴CX Vendor Strategy Manager(J250122001)
任职要求
1. Bachelor’s degree in Business Administration, Supply Chain Management, Engineering or a related field; 2. Experience in vendor management or customer services/experience; 3. Advanced English; 4. Experience in utilizing measurement tools and implementing vendor management office practices; 5. Exceptional interpersonal skills, communication skills, and negotiation skills; 6…
工作职责
1. Develop and execute strategies for managing relationships and contracts with customer experience (CX) vendors, including call centers, systems, tools, and carriers. 2. Prepare and present vendor recommendations, encompassing business cases and cost-benefit analyses. 3. Serve as the primary point of contact for internal and external escalations related to performance, supplier relationships, and contracts. 4. Establish and maintain robust relationships with key vendors, ensuring effective communication and collaboration. 5. Build and manage the Voice of the Vendor results as part of a recognition program. 6. Comprehend end-to-end processes that impact operations, including finances, capacity, and workflows, while supporting relevant stakeholders in these efforts. 7. Identify vendor experience opportunities to address obstacles and foster growth. 8. Collaborate closely with the team to understand business challenges and provide data and analysis to enhance decision-making. 9. Define analytical approaches and metrics strategies to uncover insights and formulate recommendations for demand distribution. 10. Conduct market research and analysis to identify potential vendors, industry trends, best practices, efficiency improvements, and innovations. 11. Foster connections and collaborative practices with Procurement and IT to leverage synergies, support performance management, and identify cost-saving opportunities.
● 与内部相关利益相关方协作，明确项目设计标准并制定项目设计基础 ● 管理设计顾问团队，主导从方案设计、深化设计到施工图文件编制的全过程实施 ● 管理设计建造承包商，确保项目建设符合BOD（业务与技术需求文件）中定义的各项要求 ● 在施工阶段为项目经理提供施工管理与技术支持，包括但不限于响应RFI（信息请求）、发布技术公告、审查提交文件与施工图纸，并执行供应商工厂验货 ● 与测试验证（Cx）、承包商及运营团队协同合作，完成各阶段的系统启动与调试工作，包括集成系统测试（IST），任务涵盖审核Cx脚本、在IST前关闭关键待办事项清单，以及跟踪并完成全球调试QA/QC项目 ● 与总部及数据中心运营团队紧密配合，将运维中的最佳实践和经验反馈整合至最新的绿地（Greenfield）设计项目中 ● 审核顾问提交的工程计算，并独立开展工程性能与成本分析 ● 研究数据中心HVAC系统及相关设备的新设计理念、材料与施工技术 ● 根据需要赴现场进行工程调研、机械系统审核、系统启动测试及全面调试工作 ● 向设计顾问及安装承包商提供专业技术指导，并对施工质量进行监督与验证 ● 积极融入团队，具备高度的责任意识与协作精神，推动项目目标高效达成 ● 按需参与突发事件的应急响应，提供及时的技术支持
•Focus on end-to-end product solutions, adopt a user-centric perspective, deeply analyze user journeys and experiences across customer journey to identify user pain points, and design product solutions to deliver seamless services. •Drive the establishment of service assurance mechanisms, design end-to-end service solutions, and draft SOP to solve current experience gap and potential customer needs •Ensure continuous improvement of product/FAQ/customer service SOP/Customer experience metrics during the product lifecycle, by leveraging multi-dimensional data (user behavior, business metrics, etc.), and drive end-to-end experience optimization. •Single point of contact for all CX related matters, responsible for an immediate satisfactory resolution of escalated customer complaints •Closely collaborate with stakeholders, and encourage a consumer-centric culture and ensure that "voice of the customer '' is continuously heard within the organization
As a CX Operation Excellence & Governance Lead, you will play a pivotal role in alignment of business processes / Vendors, and taking charge of ensuring operational efficiency for the customer service team. You will collaborate with cross-functional teams to identify areas for improvement, develop and implement strategies, and drive measurable results. This role reports to the Customer experience Lead of the bank. • Enhance operational efficiency, and drive innovation across the organization. • Work closely with stakeholders in different locations to identify process gaps • Produce insights and governance on all Customer service related metrics, This includes demonstrable expertise with Excel/Access / Powerpoint, excellent written communication skills and an organized approach to projects and communications; • Support various departments to manage resource capacity planning to ensure optimal utilization of human resources and alignment with strategic objectives. • Identify potential areas for digitization and automation to improve operational efficiency, enhance customer experience, and drive cost savings. • Prepare and track to report on project / Customer service performance metrics, including KPIs, ROI, and other key success indicators, to assess the effectiveness of transformation initiatives. • To support with Vendor management in terms of day to day operation and ensuring all due diligence and contracts are accurate and timely managed.
As an CX Operation Excellence & Governance Specialist , you will play a pivotal role in alignment of business processes / Vendors, and taking charge of ensuring operational efficiency for the customer service team. You will collaborate with cross-functional teams to identify areas for improvement, develop and implement strategies, and drive measurable results. This role reports to the Customer experience Lead of the bank. • Ensure delivery of timely business operations and high quality performance. • Collaborate with business teams to identify issues, manage key business operations processes, set priorities, provide systematic solutions, and drive execution excellence. • Support all Customer service related metrics, This includes demonstrable expertise with Excel/Access / Powerpoint, excellent written communication skills and an organized approach to projects and communications; Develop SOPs, workflows, metrics, reports or other analytical tools to maximize productivity. Identify potential areas for digitization and automation to improve operational efficiency, enhance customer experience, and drive cost savings. • Prepare on project / Customer service performance metrics, including KPIs, ROI, and other key success indicators, to assess the effectiveness of transformation initiatives. • To assist with supporting Vendor management in terms of day to day operation and ensuring all due diligence and contracts are accurate and timely managed.