CX & Relationship Coordinator

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.

Team Overview:

As a CX & Relationship Sr Specialist you will be in charge of working with multiple business stakeholders in order to deploy cross functional projects, analysis and solutions oriented to improve our users experience as well drive efficiency for our business, generating impact for thousands of people

You will play a key role in driving the performance and evolution of our Service Delivery operations, going beyond operational tracking by combining data analysis, process optimization, and strategic insight to enhance how we deliver support to our customers.

Reporting to the Service Delivery Manager for Brazil, you will work cross-functionally with key stakeholders (L&D, QA, WFM, etc.) to proactively identify performance gaps, uncover opportunities, and drive initiatives that enhance key OKRs.

Role Responsibilities:

• Serve as the main point of contact between DiDi/99 and our BPO partners, ensuring consistent communication and the promotion of our culture and values across all interactions.
• Track key Customer Experience KPIs, ensuring performance meets, and exceeds, our high operational standards.
• Actively engage with internal and external stakeholders, fostering collaboration to simplify and improve our daily workflows.
• Generate actionable insights for our internal teams to continuously improve processes and tools that directly impact the user experience.
• Design, test, and iterate on Service Delivery initiatives in the ongoing pursuit of operational excellence.
• Validate BPO reports related to efficiency and cost, ensuring data accuracy and accountability.
• Lead the execution and tracking of incentive and recognition campaigns, ensuring they are implemented effectively and deliver measurable impact.

Role Qualifications:

• Bachelor's degree (required).
• Advanced English.
• Experience in customer experience operations or related fields.
• Ability to interact and influence internal and external partners.
• Effective time and team management.
• Excellent oral and written communication skills.
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
• Ability to thrive in a multicultural environment and work collaboratively across teams and regions.

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 opportunities for all.

Diversity & Inclusion

Diversity is not a future vision or a wish for something we want someday; it is a non-negotiable value of who we are today.

We embrace inclusion, plurality, and respect, and to achieve this, we rely on the governance of the Diversity Committee, which works alongside HR, our leadership, and identity groups—99Adapta, 99Afro, 99Colors, 99Womem, and 99Familys.

This is our ongoing journey, with much more still to come.

We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).

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