Service Delivery SR Manager

Company Overview

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 world’s 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.

Team Overview

CX is a key to deliver a great experience to our customers. Our team is BIG and full of people passionate about delivering a WOW service to our clients! In this position, you will be working directly with the CX & Relationship Manager for Brazil region managing our various BPOs. You will work every day to improve our Customer Service Experience in the different countries where DiDi has services in Latin America. If you love building things from scratch and working with a diverse, top talent team, this might be the ideal job for you!

Role Responsibilities

• Service Oversight: Ensure services are delivered according to agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) and monitor service performance and address any issues or deviations;
• Client Relationship Management: Act as the primary point of contact for clients regarding service delivery and build and maintain strong relationships with clients to understand their needs and expectations.
• Team Coordination: Work closely with internal teams (e.g., IT, operations, support) to ensure seamless service delivery and coordinate resources and activities to meet service commitments;
• Incident and Problem Management: Oversee the resolution of service-related incidents and problems and ensure root cause analysis is conducted and preventive measures are implemented.
• Continuous Improvement: Identify opportunities to improve service quality, efficiency, and customer satisfaction. Implement best practices and process improvements.
• Reporting and Communication: Provide regular reports on service performance to stakeholders. Communicate service updates, issues, and resolutions to clients and internal teams.
• Budget and Resource Management: Manage the budget for service delivery, ensuring cost-effectiveness. Allocate resources effectively to meet service demands.
• Risk Management: Identify and mitigate risks that could impact service delivery. Develop contingency plans for potential service disruptions.
• Compliance and Governance: Ensure services comply with regulatory requirements and organizational policies. Maintain documentation and audit trails for service delivery processes.
• Customer Satisfaction: Monitor and improve customer satisfaction levels. Gather feedback from clients and implement changes to enhance their experience.

Role Qualifications

• Minimum 5 years’ experience field service area and 2 years manager or supervisor;
• Be self-motivated, have a strong sense of responsibility, Excellent time management skills and great ability to work under pressure to meet KPIs;
• Bonus: Knowledge or experience within the Ridesharing or Fintech industry;
• Excellent communication, mentoring, and stand problem-solving abilities;
• Have an analytical approach to problem-solving;
• Advanced English;
• Ability to build credible business relationships with key stakeholders internally and externally;
• Resilient, able to work in a highly dynamic, fast and highly motivated environment to deliver a memorable customer experience and support various internal and external stakeholders.

EEO Statement

• 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.

Diversity is not a future vision or a wish for something we want someday; it is a non-negotiable value of who we are today.

We embrace inclusion, plurality, and respect, and to achieve this, we rely on the governance of the Diversity Committee, which works alongside HR, our leadership, and identity groups—99Adapta, 99Afro, 99Colors, 99Womem, and 99Familys.

This is our ongoing journey, with much more still to come.