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 da…
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
● 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.