Customer Experience Manager

Company Overview:
If you see technology as a way to smooth your path in life, our team does too: Your Path, Our Journey.
We believe in technology that connects talented people who embrace diversity to create and share paths we don't even know about (yet). We work to generate value not only for our users but, above all, for the communities we serve and for society as a whole, making every day better for everyone with mobility and delivery services (99) or digital payments (99Pay).
To make life easier for millions of people every day, since 2018, we have been part of DiDi DiDi Global Inc., the world’s leading mobility technology platform. We are pioneers in creating innovative solutions that start in Brazil and scale up to make a positive impact in more than 12 countries where DiDi operates. This innovation encompasses sustainability, safety, artificial intelligence, financial markets, and much more.
Whether building projects from scratch or improving our solutions, we enjoy challenges that give us butterflies, which is why we work at a fast pace with respect, collaboration, and good humor. Along this journey, we also draw strength from diverse experiences and opinions to grow together, fail quickly, learn, and adjust the course to create solutions that deliver even better results.
LI-Hybrid
Team Overview:
Customer experience is fundamental to providing a great experience for the millions of people who use our services. Our team is BIG, collaborative, and full of people passionate about building exceptional journeys for our users.
In this position, you will be a key player in structuring and governing our initiatives, leading a dedicated team, and working with cross-functional teams in a global scenario to design, implement, and optimize processes that directly impact our CX operations. We are looking for a leader capable of managing and developing their team, with strong skills in project management, process mapping, and implementing governance structures, passionate about organization, efficiency, people development, and transforming the customer experience through an engaged team and well-defined operations.
Role Responsibilities:
- Leading, inspiring, and developing your team, setting clear goals, providing continuous feedback, managing team performance, ensuring results delivery, and fostering a collaborative, high-performance environment.
- Leading the planning, execution, and monitoring of strategic Customer Experience projects, ensuring alignment with the area's objectives.
- Mapping, designing, documenting, and optimizing internal Customer Service processes, identifying bottlenecks and improvement opportunities focusing on clarity, efficiency, and scalability.
- Developing and implementing governance frameworks for initiatives and processes, defining roles, responsibilities, success metrics (KPIs), and follow-up routines.
- Actively collaborating with leaders and teams from different countries and businesses to ensure the integration and alignment of the area's processes and projects.
- Managing the CX project portfolio, prioritizing initiatives based on impact and feasibility, and communicating status and results to stakeholders.
- Defining and monitoring performance indicators for the processes and projects under your responsibility, using data to support decisions and demonstrate the impact of actions.
- Promoting a culture of organization and continuous improvement within the area, encouraging standardization and the adoption of best practices in process and project management.
- Analyzing operational data and customer feedback to identify needs and opportunities that can be addressed through new projects or process redesign.
- Managing risks and solving complex problems related to project execution and the performance of CX processes.
- Ensuring that all initiatives are aligned with the long-term strategic vision of the Customer Experience area and the company.
Role Qualifications:
- Fluent in English, with excellent verbal and written communication skills.
- Proven 5+ years of experience in areas such as Customer Experience, Operations, Project Management, or Process Consulting, preferably in technology companies or with digital operations.
- Minimum 3+ years of experience in direct team management, including people development, performance management, and goal setting, combined with leadership of complex cross-functional projects.
- Solid experience in project management methodologies (such as PMP, Prince2, Agile/Scrum - certification is a plus) and related tools (e.g., Jira, Asana, Trello).
- Deep knowledge and practical experience in process mapping, design, and optimization (e.g., BPMN, Lean, Six Sigma) and use of diagramming tools (e.g., Visio, Lucidchart, Miro).
- Proven ability to establish and manage project and process governance structures.
- Strong analytical and complex problem-solving skills, with the ability to translate data and business needs into clear and executable

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