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About The CompanyWe believe in technology that connects talented people who embrace diversity to create and share paths we don't even know about (yet!). Since 2018, part of DiDi Global Inc., we aim to generate value for our users, communities, and society through mobility services (99) and digital payments (99Pay). We foster innovation, sustainability, safety, and artificial intelligence across more than 12 countries, working in a fast-paced, collaborative, and diverse environment.
About The Team/RoleOur Customer Experience (CX) team is passionate about delivering WOW service. You will work directly with the CX & Relationship Sr Manager for Brazil and the SSL region, managing BPOs across Latin America. Your role involves improving customer service experiences, building a diverse team, and working on projects from scratch.
In this role, you'll be...
Service Oversight: Ensure services meet SLAs and KPIs, monitor performance, and address issues.
Client Relationship Management: Act as the primary contact for clients, understanding their needs.
Team Coordination: Collaborate with internal teams to ensure seamless service delivery.
Incident and Problem Management: Oversee resolution of service issues and conduct root cause analysis.
Continuous Improvement: Identify and implement service quality and efficiency enhancements.
Reporting and Communication: Provide performance reports and communicate updates.
Budget and Resource Management: Manage budgets and allocate resources effectively.
Risk Management: Identify and mitigate risks, develop contingency plans.
Compliance and Governance: Ensure regulatory compliance and maintain documentation.
Customer Satisfaction: Monitor and improve customer satisfaction levels.
Team Leadership: Lead, develop, and motivate a multicultural team across LATAM.
We're eager to be in touch because you have...
At least 8 years in field service and 5 years in management or supervision.
Self-motivated, responsible, excellent time management, and able to work under pressure.
Bonus: Experience in Ridesharing or Fintech industries.
Excellent communication, mentoring, and problem-solving skills.
Analytical problem-solving approach.
Advanced English proficiency.
Ability to build credible relationships with stakeholders.
Resilient, adaptable to a dynamic environment, focused on delivering a memorable customer experience.
You'll love working at DiDi because...
We create user value through innovative, safe, and efficient experiences.
We are data-driven, making informed decisions based on valuable metrics.
We promote win-win collaboration, helping partners and colleagues succeed.
We uphold integrity, always aiming to do the right thing.
We strive for growth, learning from mistakes, and continuous improvement.
We embrace diversity and inclusion as core values, practicing respect and equal opportunities.
We welcome everyone, including pregnant people and people with disabilities (PwD).
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Project Management and Information Technology
Industries
Software Development
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