CX Product Operation Sr Analyst

Company Overview

DiDi Global Inc. is the world's leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.

DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world's transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.

For more information, please visit:

#LI-Hybrid

Team Overview

The team supports global standardization projects for customer service, aligning operation workflows and training with key stakeholders like service delivery and service operations. They contribute to system and process implementation globally, analyze opportunities for improving operation SOPs and system features, and actively participate in global system-related projects.

Role Responsibilities

• Acting as a service design innovator, enthusiastic about elevating customer experience through technology.
• Deploying expertise in process engineering and product design to optimize customer service efficiency and quality.
• Working with service agents, operation managers, and product managers globally to design and implement solutions.

Role Qualifications

• Bachelor's degree in Computer Science, Information Technology, or Process Engineering.
• Proficient in written and spoken English and Portuguese.
• Mandarin language skills are an advantage.
• Proficiency in Visio/Flow diagram software; basic knowledge of programming languages, with SQL as an advantage.
• Keen learner with strong attention to detail.
• Strong analytical mindset.
• Excellent interpersonal and communication skills.
• Willingness to travel for business up to 30%.

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 & Inclusion

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

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