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Job Summary

Company
Didi Chuxing​

Location
Mexico City, Mexico​

Job Type
Contract (1 year)

Pay Rate
Competitive Salary

Job Reference Code
J2000192

Business Improvement & CX Ops Manager

Posted on Jun 12, 2020
Didi Chuxing
Mexico City, Mexico

About Company:

Didi Chuxing is the world's leading mobile transportation platform. The company offers a full range of mobile tech-based mobility options for over 450 million users, including Taxi, Express, Premier, Luxe, Hitch, Bus, Minibus, Designated Driving, Car Rental, Enterprise Solutions and Bike-Sharing. With its daily orders reaching up to 25 million, over 21 million drivers and car owners are generating income on DiDi platform. DiDi acquired Uber China in August 2016.


Job Profile:

The Business Improvement & CX Ops Manager will be responsible for managing the best practices on Customer Service flows and product improvements. This role will align, design and improve customer services processes and CX Product, benchmark, prioritize and implement best practices identified in different countries, companies & cultures. You will also lead strategic projects in order to improve the national customer experience.


Job Details:
What You’ll Do 

  1. Structure and design customer service workflow for business using management techniques, best practices & strategy, including the use of a Business Management Model (BMM);
  2. Examine existing and future business processes and work with internal groups globally to drive/assist in continuous improvement
  3. Standardize processes according best practices and market reality and develop continuous improvement culture to ensure start from lessons learned and going beyond
  4. Recognize and address organizational barriers to ensure the future success of ongoing improvement programs and projects;
  5. Analyze current KPI’s for CX, generating insights and acting in the main opportunities and ensuring that we are reaching high customer satisfaction rate according to their inputs
  6. Manage a high-performance team in order to achieve companies target with less effort
  7. Coordinate focus group and researches to bring the voice of the customer inside the company
  8. Lead strategic projects of customer service area, as well as define standards and playbooks
  9. Continuously benchmark our product and services against different companies, ID and prioritize each area of improvement found
  10. You will be able to design processes and new business initiatives from scratch
  11. Communicate to different business areas about findings that need to be improved
  12. Report to high levels about results, learnings, questions and other progress made by the area

What You’ll Need 

  1. Mandatory fluent English & Spanish (Chinese is a plus)
  2. >5 years of relevant work experience in management consulting, operations, customer service or business development (Preferred Internet & Consulting with Customer service background)
  3. Deep experience with continuous improvement methodologies (Black/Green Belt certification is preferred)
  4. Must be able to work with minimal supervision, self-start, multitask and prioritize own work to meet deadlines with a very hands-on mentality
  5. Must be customer centric and has the ability to develop creative solutions to a variety of complex problems
  6. Advanced communication skills (written and spoken)
  7. Experience creating and optimizing processes
  8. Experience translating raw data into relevant actionable improvements
  9. Curious about the details on how the business operate
  10. Strong analytical and critical thinking skills
  11. Ability to lead individuals in creating and executing the best solutions for the business, partners and consumers
  12. Ability to think strategically and execute tactically, and persistent attention to detail.
  13. Advanced in Power Point or other presentation tools and in Excel or other data management tools

Apply Now

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