Cx Lead Operations Manager

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 users but, above all, for the communities we serve and for society as a whole, making every day better for everyone with mobility and delivery services (99) or digital payments (99Pay).

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.

Whether building projects from scratch or improving our solutions, we enjoy challenges that give us butterflies, which is why we work at a fast pace with respect, collaboration, and good humor. Along this journey, we also draw strength from diverse experiences and opinions to grow together, fail quickly, learn, and adjust the course to create solutions that deliver even better results.

LI-Hybrid

Team Overview:
The Manager of Lead Operations & Enablement is responsible for overseeing the end-to-end lifecycle of leads within the inside sales organization. This includes managing lead sourcing, enrichment, segmentation, prioritization, and routing strategies to ensure the sales team has the highest quality opportunities to engage. This role requires strong analytical thinking, cross-functional collaboration, and process orientation to improve lead conversion and pipeline quality.

Role Responsibilities:

- Lead Lifecycle Management- Own the full lead funnel from inbound and outbound sources to distribution.
- Develop rules for lead scoring, prioritization, and segmentation.
- Ensure timely and accurate lead routing to inside sales specialists and BPO partners.
- Data Enrichment & Lead Quality Assurance- Partner with data and marketing teams to enrich lead data with relevant attributes (e.g., behavior, demographics, firmographics).
- Perform regular lead quality audits and implement continuous improvement processes.
- Maintain high data hygiene and flag recurring issues with upstream systems.
- Qualification Process Optimization- Define and refine qualification frameworks (e.g., BANT, CHAMP, or custom models).
- Collaborate with sales specialists and analysts to monitor lead-to-conversion performance.
- Run pilots to test new qualification tactics and feedback loops.
- Cross-Functional Collaboration- Work closely with marketing, analytics, and sales execution to align lead strategies with broader acquisition goals.
- Coordinate with CRM and platform owners to ensure visibility and automation of lead flows.
- Communicate lead-related insights to stakeholders and help drive shared KPIs.
- Reporting & Continuous Improvement- Build dashboards to monitor lead volume, speed-to-contact, conversion, and win rates.
- Use data to make recommendations and drive decisions on lead acquisition and handling.
- Document lead processes and maintain standard operating procedures.

Key Deliverables:

- Lead scoring and qualification framework
- Weekly lead performance reports and dashboards
- Enrichment audit and routing quality tracker
- Standard operating procedures for lead handling
- Pilot summaries and improvement recommendations

Role Qualifications:

- Bachelor’s degree in Marketing, Business, Data, or a related field
- 4+ years of experience in lead generation, sales operations, or marketing operations
- Hands-on experience with CRM platforms and lead management tools
- Analytical mindset with ability to interpret data and optimize processes
- Strong project management and stakeholder collaboration skills

Preferred Skills:

- Familiarity with B2C or high-velocity B2B sales funnels
- Experience with Salesforce, HubSpot, or lead routing tools
- Understanding of customer journey mapping and data enrichment techniques

Competencies:

- Process Thinking & Optimization
- Attention to Detail
- Data Fluency
- Collaboration & Influence
- Accountability & Ownership

What we really want to see in you:

- Strategic thinking with the ability to also go deep on the details and analysis. Hands on execution and continuous improvement mindset.
- Data, data and more data - Come with examples and show us with hard driven facts what you have accomplished in the past.
- Must be customer-centric and can develop creative solutions to various complex problems.
- Ownership and end to end accountability, with a protagonist attitude
- Clear examples in management roles where YOU drove change, innovated and motivated your team.
- We need team players, not solo artists. Tell us about your team's accomplishments

EEO Statement:

- We create customer