Service Delivery SR Manager

Service Delivery SR Manager

Job Locations: BR-SP-Sao Paulo

ID:

Company overview and purpose statements from the original description have been retained for context but are concise and aligned to job content in this refinement.

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.

CX is a key driver to deliver a great experience to our customers. In this position, you will be working directly with the CX & Relationship Manager for Brazil region managing our various BPOs. You will work every day to improve our Customer Service Experience in the different countries where DiDi has services in Latin America.

• Service Oversight: Ensure services are delivered according to SLAs and KPIs and monitor performance, addressing issues or deviations.
• Client Relationship Management: Act as the primary point of contact for clients regarding service delivery and maintain strong client relationships.
• Team Coordination: Collaborate with internal teams to ensure seamless service delivery and allocate resources to meet commitments.
• Incident and Problem Management: Oversee resolution of incidents and problems, ensure root cause analysis and preventive measures.
• Continuous Improvement: Identify opportunities to improve service quality and efficiency; implement best practices and process improvements.
• Reporting and Communication: Provide regular service performance reports and communicate updates to clients and internal teams.
• Budget and Resource Management: Manage the budget for service delivery and allocate resources effectively.
• Risk Management: Identify and mitigate risks; develop contingency plans for service disruptions.
• Compliance and Governance: Ensure services comply with regulatory requirements and maintain documentation and audit trails.
• Customer Satisfaction: Monitor and improve customer satisfaction levels and implement changes based on feedback.

• Minimum 5 years’ experience in field service and 2 years in a managerial or supervisory role.
• Self-motivated with strong responsibility, excellent time management, and ability to work under pressure to meet KPIs.
• Bonus: Knowledge or experience within the ridesharing or fintech industry.
• Excellent communication, mentoring, and problem-solving abilities.
• Analytical approach to problem-solving.
• Advanced English.
• Ability to build credible business relationships with key stakeholders internally and externally.
• Resilient in a dynamic, fast-paced environment to deliver a memorable customer experience.

• We create customer value and strive to deliver valuable experiences that are safe, pleasant, and efficient.
• We are data-driven and make informed decisions based on valuable metrics.
• We believe in win-win collaboration and teamwork with candor and excellence.
• We uphold integrity and aim to do the right thing with sincere intentions.
• We continuously strive to improve, learn from mistakes, and grow.
• We believe in diversity and inclusion as a core value and provide equal opportunities for all.

Diversity is a non-negotiable value of who we are today. We embrace inclusion, plurality, and respect, and work with governance and identity groups to support our Diversity & Inclusion initiatives.

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

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