CX Service Delivery Coordinator

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 auto solutions, food delivery, intra-city freight, and financial services.

DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world's transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.

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We are looking for a customer-centric operations coordinator to join us on the CX Fintech Service Delivery team. Our mission is to build the best experience for our clients and to drive strategic and sustainable growth to the business

In this role, you will work on cross-functional strategic projects, and will be responsible for managing our third-party operations, to support our Fintech Business. This includes daily governance, , testing them, and developing solutions to improve our growth.

Hence, you will be able to improve both your technical and business skills through industry experience that will contribute to your professional development.

• Support the definition of operational targets for our BPOs through "model operations," working on the front line with our CX (Customer Experience) clients.
• Analyze oportunities to improve efficency and quality, throw BPO governance, KPIs analysis and business needs allignment
• Improve our Operational Excelence, generating insights to improve the user experience (UX) and our products/tools.
• Support process improvement management based on live operations, ensuring the follow-up of key initiatives with the responsible teams.
• Manage and track activities and performance through defined KRs (Key Results).
  
  

• Data-driven skills;
• Focus on results and performance;
• Open-minded to new ideas.
• Proactive behavior in seeking solutions and continuously improving processes.

• 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 opportunities for all.

We are committed to building inclusive and diverse teams.

At DiDi, we believe that our differences are our biggest source of strength. That's why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.

We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that's how we create better products and services, make better decisions and better serve the communities we're a part of.

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