CX Operations Sr Manager

CX Operations Sr Manager Join to apply for the CX Operations Sr Manager role at 99 . About The Company We see technology as a way to smooth people’s paths in life: Your Path, Our Journey. We connect talented people who embrace diversity to create and share new paths. We generate value for users, communities, and society by offering mobility, delivery services (99) and digital payments (99Pay). Since 2018, we have been part of DiDi Global Inc., the world’s leading mobility technology platform, building innovative solutions in Brazil and beyond. About The Team / Role We need a proactive team member with a background in customer experience and continuous improvement to lead our CX Loan structure and support the local bank in Brazil. This role promotes a culture of continuous improvement within the fintech environment, engages users, and solves problems in‑app and in customer service. The collaborator will define CX Loan strategy, execute and monitor performance metrics, collaborate with departments, and ensure compliance with industry standards and regulations. In this role, you’ll be... Lead a diverse team to develop and execute continuous improvement strategies in the loan business. Plan and execute functional CX Credit strategy to improve overall business. Map and assess the user journey to categorize and prioritize cross‑area 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, fostering a proactive problem‑solving culture. 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. We’re eager to be in touch because you have... 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 (a plus) Bachelor’s degree in Business Administration, Engineering, or related field; MBA 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 is a plus You’ll love working at DiDi because... We create user value: innovate new experiences that are safe, pleasant, and efficient. We are data‑driven: make decisions by analyzing valuable metrics. Win‑win collaboration: success is a team sport, with candor and excellence. Integrity: we always do the right thing and listen to each other. Growth: we continuously learn and help each other grow. Diversity and inclusion: we respect differences and ensure equal opportunities for all. Diversity & Inclusion Diversity is a non‑negotiable value of who we are. We practice inclusion, plurality, and respect. The Diversity Committee and HR leadership work with groups such as 99Adapta, 99Afro, 99Cores, 99Mulheres, and 99Mamães to advance inclusion. This position is open to everyone, including pregnant people and people with disabilities (PwD). Seniority level Director Employment type Full‑time Job function Management and Manufacturing Industries Software Development #J-18808-Ljbffr