CX & AI Enablement Manager

4 semanas atrás

São Paulo, Brasil 99 Tempo inteiro

Overview

We’re looking for a highly driven and strategic CX & AI Enablement Manager to join our CX Quality Assurance team. This role will serve as a central pillar in defining and scaling quality standards across all business units and regions. You’ll work cross-functionally to align global QA practices, lead strategic initiatives, and implement innovative solutions to improve customer experience quality at scale.

In this role, you'll need business-oriented ownership and excellent communication skills to ensure the effectiveness of the QA strategy. You should be a strong, committed, and creative performer who can convey the DiDi experience to our end users while leading an integrated team.

Responsibilities
  • Drive the development and centralization of global QA standards, applying AI as a foundational lever.
  • Lead end-to-end project management for global QA initiatives, including process standardization, tool implementation, and cross-regional alignment.
  • Explore, test, and deploy innovative technologies, including AI solutions, to enhance Quality Assurance operations.
  • Act as a strategic partner to regional QA teams and other CX functions, ensuring consistency, alignment, and operational excellence.
  • Monitor performance and impact of global QA strategies, continuously identifying areas for optimization.
  • Collaborate with Product and Data teams to develop scalable quality solutions.
Basic Qualifications
  • Bachelor’s degree (required)
  • 5+ years of experience in Quality Assurance, CX operations, Product, or related roles.
  • Experience as developer and user of AI tools and data-driven QA models.
  • Experience working in global, cross-functional environments.
  • Proven project management skills with the ability to lead large-scale initiatives.
  • Strong analytical mindset and experience using data to drive decision-making.
  • Fluent in English (written and verbal).
Preferred Qualifications
  • PMP, Six Sigma, or other project management certifications.
  • Prior experience creating or scaling a Center of Excellence.
What We Really Want To See In You
  • A passion for elevating the customer experience through operational excellence.
  • The ability to navigate complexity and drive clarity across diverse teams.
  • Curiosity and courage to challenge the status quo and introduce new ways of thinking.
  • A collaborative spirit with excellent stakeholder management skills.
  • A proactive attitude with a focus on impact, not just activity.
  • Self-starter and highly motivated, with an entrepreneurial spirit.
Benefits and Culture
  • We create user value: focus on safe, pleasant, and efficient experiences for users.
  • We are data-driven: decisions are informed by valuable metrics.
  • Win-win Collaboration: success is a team sport, with candor and excellence in execution.
  • Integrity: we aim to do the right thing, speak our minds, and listen to each other.
  • Growth: continuous learning and improvement, venturing beyond comfort zones.
  • Diversity and Inclusion: we value equal opportunities for all and practice inclusive governance.

Note: This position is open to everyone, including pregnant people and people with disabilities (PwD).

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