Vaga de parceiro

CX Ops Sr. Analyst - São Paulo / SP

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Detalhes da Vaga

  • Escolaridade Não Informado
  • Segmento Não Informado
  • Salário Não Informado
  • Área de AtuaçãoDiversos / Outros

O que você irá fazer

  • Analyst CX Ops Sr.
  • Analyst Sao Paulo - Brazil Customer Experience Regular About the company 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 worlds 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.
  • About the team/role The Customer Experience (CX) Service design & process operation team is at the core of optimizing our customer service processes and ensuring a seamless experience for users.
  • As a CX Ops Sr.
  • Analyst, you will be responsible for improving and implementing operational processes, collaborating with cross-functional teams, and ensuring that technology and automation are effectively leveraged to enhance service quality.
  • This role requires a problem-solving mindset, strong organizational skills, and a passion for continuous improvement.
  • You will work closely with internal teams, including Product, Engineering, Data, and Service Delivery, to ensure smooth operations and an exceptional user experience.
  • In this role, you'll be.
  • .
  • .
  • Process Optimization & Automation Analyzing and improving customer service processes to enhance efficiency and experience.
  • Identifying opportunities for automation and system improvements to streamline CX operations.
  • Working closely with product/ engineering and frontline service delivery teams to ensure the right balance between technology and human touch.
  • Creating and maintaining Standard Operating Procedures (SOPs) and best practices documentation.
  • Cross-Functional Collaboration Acting as a bridge among teams, ensuring alignment on priorities and goals.
  • Translating experience strategy and policy concepts into actionable insights for operational teams.
  • Supporting the testing and rollout of new processes, systems, and automation tools.
  • Data-Driven Decision Making Using quantitative and qualitative data to identify bottlenecks and areas for improvement.
  • Tracking key performance indicators (KPIs) to measure the impact of process changes.
  • Providing recommendations based on insights from customer feedback and operational performance.
  • User-Centric Approach & Continuous Improvement Staying connected with the frontline user experience to identify pain points and opportunities for enhancement.
  • Testing and iterating new solutions, ensuring they align with business objectives and customer needs.
  • Mentoring and supporting team members in adopting best practices and new methodologies.
  • We're eager to be in touch because you have.
  • .
  • .
  • Bachelor''s degree in Business, Engineering, Computer Science, Process Automation, or related fields.
  • 2-3 working experience in CX operations, process improvement, or product operations.
  • Strong problem-solving skills with a logical and structured approach.
  • Excellent communication and stakeholder management skills, with the ability to work across teams and cultures.
  • Data-driven mindset, with experience in analyzing operational performance.
  • Ability to adapt quickly in a fast-paced, dynamic environment.
  • Intermediate to advanced English (additional languages such as Mandarin are a plus).
  • Advanced knowledge of Excel or other data analysis and management tools You'll love working at DiDi because.
  • .
  • .
  • We create user 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, thats why we are data-driven.
  • We can better navigate the business landscape strategically by analyzing valuable metrics.
  • 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.
  • Growth We always strive to do better.
  • That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
  • Diversity and Inclusion Diversity is one of our biggest strengths.
  • Our differences are what make us distinct.
  • We respect each other and believe in equal opportunities for all.
  • Diversity & Inclusion Diversity is not a vision of the future or something we wish to have one day, it is a non-negotiable value of who we are.
  • We practice inclusion, plurality, and respect.
  • And we count on the governance of the Diversity Committee, which works together with HR, leadership and identity groups - 99Adapta, 99Afro, 99Cores, 99Mulheres, and 99Mamães.
  • This part of our journey has been written, there remains a long road before us.
  • We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).

Informações Adicionais

  • Quantidade de Vagas 1
  • Jornada Não Informado
 

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