Cx Governance 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 **, 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:
Our international Customer Experience (CX IBG) is key to delivering a great journey to all customers.
Our team is dynamic, multicultural, diverse, and full of passionate people whose mission is to deliver a WOW service to our clients all over the world.
The CX Governance Manager works with CX Senior Leadership to align the CX Global Strategy, key objectives, ensure the execution of the strategy, and support key projects to achieve our goals.
This role will conduct strategic planning, risk assessment, and resource allocation for sustainable practices and technological innovation to ensure efficient and reliable service delivery.
Being curious, proactive, and extremely organized will lead you to success in this fast-paced environment.
Foster a strong culture of Performance Management across DiDi by guiding the definition of ambitious and realistic objectives to ensure the disciplined execution of projects and initiatives and deliver the expected results.
Role Responsibilities:
Responsible for leading the Governance and Performance for specifics teams (Business Units) and monitoring the day-to-day execution of our business operations and key transformational projects.
For that, you need to act on 4 pillars:
Strategic Projects and Performance Tracking:
- Support on Project Management setup, capabilities, and best practices.
- Manage strategic CX projects (monitoring progress and results, solving problems, managing new project requests from local teams, and managing project resource allocation).
- Track and assure initiative delivery processes, challenging the team when initiatives are not driven to the required outcome.
- Lead and challenge Business Units on their performance results, delivering speed.
- Monitoring of strategic indicators through reports and meeting cadences to escalate risks and support the removal of roadblocks across areas.
- Deliver the OKRs results for two performance cycles along the year.
- Act collaboratively and ensure alignment with Headquarters PMO.
Strategic Planning and Deployment:
- Contribute with Leadership to create the Strategic Planning gathering insights and research to drive decisions and define priorities.
- Engage with team leaders to collaboratively define and develop relevant, measurable, and achievable KPIs that align with strategic business objectives, support decision-making, and drive continuous improvement.
- Ensure the projects and initiatives have a clear impact calculated for clear prioritization.
- Ensure cross-validation between stakeholders for OKR setting and Cascading.
- Work as a facilitator, engaging with different teams in actions impacting performance that require multiple areas of involvement.
- Work collaboratively with the Strategy and Planning & Control team to find the best approach for strategic timelines, budget governance, and initiative prioritization.
Process Management**:
- Ensure internal processes are being followed through Health Checks and Reports.
- Support on target setting both OKRs and projects to ensure relevance to the strategy outcomes expected.
- Manage a pipeline of process improvement and map opportunities for documentation (new processes and playbooks).
- Manage Request Flow System.
- Benchmark opportunities for efficiency across CX areas and governance processes to implement new ways of working.
- Design and implement rituals in management systems that provide efficient and pragmatic discussion and decision-making.
- Ensure time allocated is done b