滴滴CX Ops Senior Manager(J250508019)
任职要求
- 8+ years of experience in strategy, operations, consulting, or customer experience (preferably in technology, platforms, or internet services) - 5+ years leading teams and large-scale cross-functional projects with business impact - Proven track record of driving transformation and scaling operational solutions - Expertise in continuous improvement methodologies (Lean, Six Sigma; Black/Green Belt preferred) - Strong analytical skills, with ability to turn raw data into structured insights and action plans - Experience developing and managing CX frameworks, KPIs, and service governance - Comfortable influencing across levels and functions in a matrixed, fast-paced environment - Hands-on and execution-driven with a strategic mindset - Advanced verbal and written communication skills - Fluent English required; Spanish or Portuguese is a strong plus - Proficiency in Excel and data visualization tools (e.g., Tableau, Power BI)
工作职责
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
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.
Job responsibilities: Design and implement CX capabilities required, like process improvement and automation through DMN notation; Design and implement process mapping and approval workflows, using internal tools; Manage and improve the CX Knowledge Base; Train virtual agents to run health checks and process audits, based on rules and standards developed by our Center of Excellence; Train and coach local CX teams to develop the required level of proficiency in the capabilities our team is accountable for.
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.