CX Service Delivery Manager

Join to apply for the CX Service Delivery Manager role at 99 . About The Company 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 for our users and, above all, for the communities we serve and for society as a whole, making everyday life easier with mobility and delivery services (99) and digital payments (99Pay). Since 2018, we have been part of DiDi Global Inc., the world’s leading mobility technology platform. We are pioneers in creating innovative solutions that start in Brazil and scale to more than 12 countries where DiDi operates, spanning sustainability, safety, artificial intelligence, financial markets, and more. We value challenge, respect, collaboration, and a fast-paced work environment, with diversity and inclusion at our core. We are looking for a highly driven and strategic Service Delivery Manager to join our team. In this role, you will lead and oversee the delivery of Customer Experience (CX) services across external vendors in the Brazil region. You will work cross-functionally to ensure operational excellence, elevate customer satisfaction, and align service outcomes with business objectives. This role requires business-oriented ownership and excellent communication skills to act as the main liaison between CX leadership, BPO partners, and cross-functional teams, ensuring seamless service execution and continuous improvement. In this role, you'll be... Ensure services are delivered in line with agreed Service Level Agreements (SLAs), pick-up rates, and other key metrics, while continuously monitoring performance indicators to address issues or deviations. Act as the primary point of contact for BPO partners, ensuring clear alignment on service delivery expectations. Collaborate with internal teams (e.g. Operations, WFM) to coordinate resources and activities, enabling seamless service delivery. Oversee the resolution of service-related incidents and problems, ensuring root cause analyses are conducted and preventive measures implemented. Proactively identify opportunities to enhance service quality, operational efficiency, and customer satisfaction. Provide stakeholders with regular reports on service performance and communicate updates, issues, and resolutions to clients and internal teams. Manage the service delivery budget, ensuring cost-effectiveness and optimal resource allocation to meet demand. Identify and mitigate risks that could impact service delivery, and develop contingency plans to address potential disruptions. Ensure full compliance with regulatory requirements and organizational policies, maintaining thorough documentation and audit trails for all service delivery processes. Qualifications Bachelor’s degree (required) 5+ years of experience in a field service area and 2+ years as Manager or Supervisor Excellent communication with problem-solving abilities Resilient, able to work in a highly dynamic, fast-paced environment to deliver a memorable customer experience Strong analytical mindset and experience using data to drive decision-making Fluent in English (written and verbal) Passion for elevating the customer experience through operational excellence Ability to navigate complexity and drive clarity across diverse teams Curiosity and courage to challenge the status quo and introduce new ways of thinking Collaborative spirit with excellent stakeholder management skills Proactive attitude with a focus on impact, not just activity Self-motivated with a strong sense of responsibility Why You’ll Love Working Here We are committed to values such as integrity, growth, diversity and inclusion, and win-win collaboration. We strive to create valuable experiences for users, make data-driven decisions, and foster a culture where teamwork and respect drive success. We also support a workplace that is open to everyone, including pregnant people and people with disabilities (PwD). Additional Details Seniority level: Mid-Senior level Employment type: Full-time Job function: Project Management and Information Technology Industry: Software Development Referrals increase your chances of interviewing at 99. We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD). #J-18808-Ljbffr