CX Operations Manager

CX Operations Manager Job Locations: BR-SP-Sao Paulo ID: Category: Customer Experience Employee Class: Regular 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 Seeking a proactive team member with customer experience and continuous improvement background to lead our CX Loan structure and support us in building a local bank in Brazil. This role is crucial for promoting a culture of continuous improvement within the fintech environment, acquiring and engaging our users, while solving our problems in-app and in customer service. Collaborator will define CX Loan strategy and execute, define and monitor performance metrics, collaborate with various departments, and ensure compliance with industry standards and regulations. By facilitating proactive problem-solving and solution-oriented thinking, this position aims be a key player within our CX Fintech business unit. Role Responsibilities Lead a diverse team to develop and execute continuous improvement strategies in Loan business. Plan and execute functional CX Credit strategy to improve overall business. Map and assess user journey to categorize and prioritize cross-areas improvements. Analyze data and performance metrics to identify improvement opportunities and develop action plans. Manage Customer Operations (loan, social media channels and ReclameAqui) to ensure daily activity audits within internal and outsourced operations. Promote continuous improvement in the fintech environment and customer experience (CX). Facilitate meaningful interactions with internal and external stakeholders to identify and address critical business points, fostering a proactive problem-solving culture and solution-oriented thinking. Collaborate with other areas of the company to align continuous improvement strategies with overall organizational goals. Ensure compliance with applicable regulations and quality standards , staying updated on industry best practices. Role Qualifications 7+ years in continuous improvement, process mapping, customer experience or related fields Proficiency in Lean, Six Sigma, or other continuous improvement methodologies 3+ years in fintech, financial services, credit services as a plus Bachelor's degree in Business Administration, Engineering, or related field, MBA as a plus Strong leadership and team management Strategic and structured thinking Excellent communication and interpersonal skills Analytical and problem-solving abilities Experience with data analysis and performance metrics Fluency in English is mandatory, Chinese as a plus EEO Statement We create customer value – We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant, and efficient. We are data-driven – We are strong believers in making informed decisions, that’s why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics. We believe in Win-win Collaboration – Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do. We believe in integrity – Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other. We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow. We believe in Diversity and Inclusion – Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all. Diversity is not a future vision or a wish for something we want someday; it is a non-negotiable value of who we are today. We embrace inclusion, plurality, and respect, and to achieve this, we rely on the governance of the Diversity Committee, which works alongside HR, our leadership, and identity groups—99Adapta, 99Afro, 99Colors, 99Womem, and 99Familys. This is our ongoing journey, with much more still to come. We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD). I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on #J-18808-Ljbffr