CX Service Delivery 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 are looking for a highly driven and strategic Service Delivery Manager to join our team. In this role, you will lead and oversee the delivery of Customer Experience (CX) services across external vendors in the Brazil region. You will work cross-functionally to ensure operational excellence, elevate customer satisfaction, and align our service outcomes with business objectives.

This role requires business-oriented ownership and excellent communication skills to act as the main liaison between CX leadership, BPO partners, and cross-functional teams, ensuring seamless service execution and continuous improvement.

Role Responsibilities

      Ensure services are delivered in line with agreed Service Level Agreements (SLAs), pick-up rates, and other key metrics, while continuously monitoring performance indicators to address issues or deviations.

• Act as the primary point of contact for BPO partners, ensuring clear alignment on service delivery expectations.
•       Collaborate with internal teams (e.g. Operations, WFM, etc.) to coordinate resources and activities, enabling seamless service delivery.
•       Oversee the resolution of service-related incidents and problems, ensuring root cause analyses are conducted and preventive measures implemented.
•       Proactively identify opportunities to enhance service quality, operational efficiency, and customer satisfaction.
•       Provide stakeholders with regular reports on service performance and communicate updates, issues, and resolutions to clients and internal teams.
•       Manage the service delivery budget, ensuring cost-effectiveness and optimal resource allocation to meet demand.
•       Identify and mitigate risks that could impact service delivery, and develop contingency plans to address potential disruptions.
•       Ensure full compliance with regulatory requirements and organizational policies, maintaining thorough documentatin and audit trails for all service delivery processes.

Role Qualifications

•      Bachelor's degree (required)
• years of experience in a field service area and 2+ years as Manager or Supervisor
•      Excellent communication with problem-solving abilities
•      Resilient, able to work in a highly dynamic, fast and highly motivated environment to deliver a memorable customer experience
•      Strong analytical mindset and experience using data to drive decision-making
•      Fluent in English (written and verbal)
•      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.
•      A self-motivated approach with a strong sense of responsibility

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). 
I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on

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