CX & Relationship Sr Manager
Há 2 dias
Join to apply for the CX & Relationship Sr Manager role at 99 About the Company We believe in technology that connects talented people who embrace diversity to create and share paths we don’t yet know. Since 2018, we have been part of DiDi Global Inc., the world’s leading mobility technology platform, with operations in more than 12 countries across Latin America. Our culture values sustainability, safety, AI, and financial markets, and we strive to improve everyday life through mobility, delivery services, and digital payments. About the Team/Role CX is key to delivering great experiences for our customers. In this position you will work directly with the CX & Relationship Manager for the Brazil region, managing our various BPOs and improving the Customer Service Experience across Latin America. If you thrive building things from scratch and collaborating with a diverse, high‑talent team, this is the job for you. Responsibilities Ensure services are delivered according to agreed SLAs and KPIs, monitoring performance and addressing any issues or deviations. Act as the primary client point of contact for service delivery, building and maintaining strong relationships to understand needs and expectations. Coordinate with internal teams (IT, operations, support) to ensure seamless service delivery and resource alignment. Oversee incident and problem resolution, conduct root‑cause analysis, and implement preventive measures. Identify opportunities to improve service quality, efficiency, and customer satisfaction; implement best practices and process improvements. Provide regular reports on service performance to stakeholders and communicate updates, issues, and resolutions. Manage service delivery budget, ensuring cost‑effectiveness and effective resource allocation. Identify and mitigate risks that could impact delivery, developing contingency plans for potential disruptions. Ensure compliance with regulatory requirements and organizational policies, maintaining documentation and audit trails. Monitor and improve customer satisfaction levels, gathering feedback and implementing changes to enhance client experience. Qualifications Minimum 5 years of field‑service experience with at least 2 years in a managerial or supervisory role. Strong sense of responsibility, excellent time‑management skills, and ability to work under pressure to meet KPIs. Bonus: Knowledge or experience in the ridesharing or fintech industry. Excellent communication, mentoring, and problem‑solving abilities. A strong analytical approach to problem solving. Advanced English proficiency. Ability to build credible business relationships with key stakeholders internally and externally. Resilient and able to thrive in a highly dynamic, fast‑paced, and motivated environment. Benefits We create user value by continuously innovating safe, efficient, and pleasant experiences. Our culture is data‑driven, collaborative, and built on integrity. We prioritize growth, diversity, and inclusion, and we welcome applicants from all backgrounds, including pregnant people and persons with disabilities. Diversity & Inclusion We respect and celebrate differences, ensuring equal opportunities for all. The position is open to everyone, and we support inclusive practices across all dimensions of diversity. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Sales and Business Development Industry Software Development Referrals Referrals increase your chances of interviewing at 99 by 2x. #J-18808-Ljbffr
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CX & Relationship Sr Manager
Há 4 dias
São Paulo, Brasil Didi Tempo inteiroCX & Relationship Sr Manager Job Locations: BR-SP-Sao Paulo 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...
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CX & Relationship Manager
Há 6 dias
São Paulo, Brasil Didi Tempo inteiroCompany 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...
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CX & Relationship Coordinator
3 semanas atrás
São Paulo, Brasil DiDi Chuxing Tempo inteiroCX & Relationship Coordinator Sao Paulo - Brazil About the company 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,...
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CX & Relationship Coordinator
3 semanas atrás
São Paulo, Brasil 99 Tempo inteiroAbout The Company 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...
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CX & Relationship Director
Há 4 dias
São Paulo, Brasil Didi Tempo inteiroCX & Relationship Director Job Locations: BR-SP-Sao Paulo ID: 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...
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CX & Relationship Coordinator
Há 4 dias
São Paulo, São Paulo, Brasil DiDi Global Tempo inteiro R$60.000 - R$120.000 por anoCompany OverviewIf 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...
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CX & Relationship Coordinator
Há 2 dias
São Paulo, São Paulo, Brasil DiDi Global Tempo inteiro R$60.000 - R$120.000 por anoCompany 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...
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Sr Manager CX Strategy
3 semanas atrás
São Paulo, Brasil 99 Tempo inteiroJoin to apply for the Sr Manager CX Strategy role at 99 About The Company 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...
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CX & Relationship Director
3 semanas atrás
São Paulo, Brasil DiDi Chuxing Tempo inteiroIf 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,...
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CX & Relationship Director
Há 4 dias
São Paulo, Brasil DiDi Chuxing Tempo inteiroIf 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,...
