11 ene
Didi Global
Ciudad de México
Company Overview:
DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.
DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world’s transportation,
environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.
Team Overview:
As a Service Delivery Manager you will be responsible for the day to day and strategic management of DiDi’s BPO vendor network in the region. You will monitor and report on service delivery performance. You will focus on vendor performance management and vendor efficiency. You will work with internal teams to assess and execute service outsourcing and delivery needs. You will collaborate with other team members in the broader CX organization to share best practices on vendor and risk management. You will lead multiple implementation projects ranging from vendor procurement to technology deployment, reporting and efficiency improvements.
Role Responsibilities:
You will lead multiple implementation projects ranging from vendor procurement to technology deployment, reporting and efficiency improvements.
- Set up and monitor key performance indicators seeking continuous process improvement to deliver an excellent experience to our users
- Identify risks and opportunities to further improve DiDi’ service delivery operations
- Develop strong relationships with BPO vendors and internal stakeholders
- Work cross-functionally with business, CX teams and other areas to ensure your team are delivering exceptional customer experiences and meeting service level requirements
- Local and/or international travel may be required
Role Qualifications:
- Proven experience in a high-volume, fast-paced operations environment in customer support and/or service operations (strongly desired)
- Experience managing onshore and offshore BPO sites
- Advanced/fluent level of English
- Excellent communication skills, both oral and written
- Ability to interact with and influence internal and external partners
EEO Statement:
**You'll love working at DiDi because**
- 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.
**We are committed to building inclusive and diverse teams.**
We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that’s how we create better products and services, make better decisions and better serve the communities we’re a part of.
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