CX Voice of Customer Manager
DiDi Global, Brazil

• Design an efficient flow to ensure the interaction between supporting team, territory teams, and VoC Team to provide UAU experience for all users;
• Work together with other teams to transform all business strategies in Customer experience initiatives in different territories;
• Lead team members to structure and design customer service workflow for new business using management techniques, best practices amp; strategy;
• Turn support data into actionable product, support and operational improvements;
• Work with multi-functional teams in order to improve customer experience;
• Ensure that we are reaching a high customer satisfaction rate;
• Improve process and team efficiency
• Lead strategic focus group with cities

• More than 4 years of experience preferably with CX, Strategic roles and/or technology companies;
• Self-motivated with a strong affinity for strategic problem solving, driving action, and strong project ownership;
• Must be customer-focused and possess the ability to develop creative solutions to a variety of complex problems;
• Acting as an owner or subject-matter expert for certain procedures and seek ways to improve said procedures over time;
• Strong analytical and critical thinking skills;
• Excellent communication skills, both oral and written;
• Ability to lead individuals in creating and executing the best solutions for the business, partners, and consumers;
• Ability to think strategically and execute tactically, and have persistent attention to detail;
• Manage team members to design and offer great experience;
• Ability to learn, attention to detail, empathy for the client and colleagues, high values and impeccable ethics;
• Advanced Knowledge in MS Excel. SQL knowledge is a plus, but willingness to learn it is required;
• Fluent English, Spanish is a Plus!

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