Cx Process Specialist

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:
Role Responsibilities:

- Process Documentation & Standardization- Map end-to-end SDR processes, including lead handling, outreach sequences, qualification steps, and handoffs.
- Create and maintain clear SOPs, flowcharts, and execution guides.
- Ensure all documentation reflects current workflows and best practices.
- Proactively design new processes in collaboration with stakeholders and adapt existing ones to reflect changes in tools, strategy, or feedback from the field. This includes aligning documentation and operational standards with evolving business goals, campaign dynamics, or platform capabilities.
- Map end-to-end SDR processes, including lead handling, outreach sequences, qualification steps, and handoffs.
- Create and maintain clear SOPs, flowcharts, and execution guides.
- Ensure all documentation reflects current workflows and best practices.
- Process Analysis & Optimization- Identify inefficiencies, bottlenecks, and inconsistencies through data review and stakeholder input.
- Recommend process enhancements to improve SDR productivity and conversion.
- Collaborate with Enablement, Sales Ops, and Execution to pilot new workflows.
- Playbook & Script Management- Support the maintenance and rollout of messaging frameworks and objection-handling scripts.
- Coordinate version control and alignment between process and messaging.
- Track feedback from SDRs and Quality to inform future script improvements.
- Change Management & Enablement Support- Support rollout of new processes by coordinating documentation, training, and internal communications.
- Work with the Training Specialist to embed processes into onboarding and ongoing development.
- Monitor adoption and gather frontline feedback to adjust where needed.
- Cross-Functional Collaboration- Partner with CRM, QA, and Lead Ops teams to ensure workflows are supported by systems.
- Act as the process liaison between Enablement and Execution functions.
- Provide process input for tooling, automation, and platform enhancements.

Key Deliverables:

- Current-state and optimized process maps
- Standard Operating Procedures (SOPs) and execution playbooks
- Process change logs and rollout plans
- Feedback loops and improvement proposals

Role Qualifications:
Key Attributes We Value:

- High resilience and emotional intelligence; able to handle rejection without losing momentum
- Strong listening skills and curiosity
- Enthusiastic and high-energy communication style
- Team player who thrives in collaborative and fast-paced environments

Qualifications:

- 2+ years of experience in sales operations, process design, or enablement support
- Strong documentation skills and process mapping experience (e.g., Lucidchart, Miro)
- Familiarity with SDR workflows and inside sales tools
- Excellent communication and stakeholder coordination abilities

Preferred Skills:

- Experience in CRM or automation-enabled sales environments
- Understanding of change management or lean/process improvement methodologies
- Background in enablement or performance optimization roles

Competencies:

- Process Thinking & Optimization
- Documentation & Communication
- Change Agility
- Collaboration & Execution Support
- Detail Orientation

**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 pr