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. Project management skills with the ability to prioritize and manage multiple initiatives simultaneously; 7. Effective communication and interpersonal skills to build and maintain relationships with vendors and internal stakeholders; 8. Critical thinking, must be customer-focused and be able to solve complex problems; 9. Able to work with remote teams and across time zones.
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.
We help the world run betterAt SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed. What we offer We help the world run better. Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned with our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your contributions, and various benefit options for you to choose from. Apply Now! The SAP Academy for Customer Success is a global development program designed for talent who are early in their career. Who You’ll Become The Account Executive's primary responsibilities include prospecting, qualifying, selling, and closing new business to existing and net new customers. The Account Executive empowers our customers to achieve their full potential by understanding their strategy, unique business goals, and desired outcomes, thereby driving cloud revenue growth through leading dedicated sales efforts to help customers solve their business challenges by positioning value through our solutions. What You’ll Do As an Account Executive within the SAP Academy for Customer Success, you will be responsible for the following: Successfully complete a 10-month learn-apply program, which includes classroom phases and field phases with your sales team, that enhances your support in the role and is a critical customer-facing function within our Customer Success Board Area. Immerse yourself in multi-dimensional, experiential learning focusing on digital transformation, global intelligence, human skills, business and technology acumen, solution/industry knowledge, and strategy/tools/process. Learn how to drive value across the customer lifecycle through solution adoption and ongoing renewals that foster account expansion. Receive onboarding in your local market with on-the-job training and mentoring by a Senior Account Executive in the field. You will be able to work both behind the scenes and directly with customers. The program will enrich your knowledge of SAP and the Customer Success board area and give you professional experience so that you can be ready to serve our customers. We offer full-time employment from day one with practical learning applications for your role. Upon successful completion of the program, you will move into a direct customer-facing sales role in your market and continue to receive mentoring and coaching support to accelerate your growth. Sales roles in scope: Account Executive (AE), Solution Sales Executive (SSE) SSE focus areas: SAP Finance & Spend Management (F&S) – Knowledge in key areas such as accounting, procurement, and supplier management, focused on boosting visibility, cutting costs, and improving efficiency. SAP SuccessFactors (Human Capital Management - HCM) - Knowledge in core HR and payroll, talent management, employee experience management, HR analytics, workforce planning, and sales performance management. SAP Supply Chain Management (SCM) - Knowledge in Supply Chain, Asset Management, Manufacturing, Logistics, or Product and Project lifecycle management. SAP Customer Experience (CX) - Knowledge of e-commerce, sales, customer service, and marketing processes. SAP Business Transformation Management (BTM) - Knowledge in Business Process Management/Business Process Automation applications. SAP Business Technology Platform (BTP) & SAP Business Data Cloud (BDC) - Knowledge in database and data management, analytics, application development and integration, intelligent technologies, and AI. Understanding of Integration, Application, Data, Infrastructure, and Security technology domains.
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.
You will work closely with global and regional stakeholders across Product, Operations, Policy, and Support to embed continuous improvement practices, translate insights into transformation opportunities, and build the foundational standards that enable best-in-class experiences. Your Responsibilities - Act as the strategic owner of CX service excellence, accountable for the design, improvement, and scalability of global support operations - Define and evolve the long-term vision for customer service flows, operational governance, and experience frameworks - Serve as the primary CX strategy partner to global and regional teams, influencing cross-functional roadmaps and business prioritization - Own core CX KPIs and ensure performance insights are converted into structural improvements and experience innovation - Lead the implementation of continuous improvement methodologies (e.g., Lean, Six Sigma), embedding them into day-to-day operations - Shape the company's customer insights agenda by integrating VOC into strategic business and product decisions - Guide regional and global benchmarking efforts to maintain DiDi’s experience at a market-leading level - Represent CX Operations in senior forums, influencing leadership decisions, investment planning, and resourcing for key initiatives