Cx & Ai Enablement 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:
We’re looking for a highly driven and strategic **CX & AI Enablement Manager** to join our CX Quality Assurance team. This role will serve as a central pillar in defining and scaling quality standards across all business units and regions. You’ll work cross-functionally to align global QA practices, lead strategic initiatives, and implement innovative solutions to improve customer experience quality at scale.

This role requires business-oriented ownership and excellent communication skills to ensure effectiveness of the QA strategy. In the end, we are looking for a strong, committed and creative performer that is able to transmit the DiDi experience to our end users while leading an integrated team.

Role Responsibilities:

- Lead end-to-end project management for global QA initiatives, including process standardization, tool implementation, and cross-regional alignment.
- Explore, test, and deploy innovative technologies, including AI solutions, to enhance Quality Assurance operations.
- Act as a strategic partner to regional QA teams and other CX functions, ensuring consistency, alignment, and operational excellence.
- Monitor performance and impact of global QA strategies, continuously identifying areas for optimization.
- Collaborate with Product and Data teams to develop scalable quality solutions.

Role Qualifications:
**Basic Qualifications**
- Bachelor’s degree (required)
- 5+ years of experience in Quality Assurance, CX operations, Product, or related roles.
- Experience as developer and user of AI tools and data-driven QA models.
- Experience working in global, cross-functional environments.
- Proven project management skills with the ability to lead large-scale initiatives.
- Strong analytical mindset and experience using data to drive decision-making.
- Fluent in English (written and verbal).

**Preferred Qualifications**
- PMP, Six Sigma, or other project management certifications.
- Prior experience creating or scaling a Center of Excellence.

**What We Really Want to See in You**
- A passion for elevating the customer experience through operational excellence.
- The ability to navigate complexity and drive clarity across diverse teams.
- Curiosity and courage to challenge the status quo and introduce new ways of thinking.
- A collaborative spirit with excellent stakeholder management skills.
- A proactive attitude with a focus on impact, not just activity.
- Self-starter and highly motivated, with an entrepreneur spirit.

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 opportuniti