от компании (организации): DiDi в городе (населённом пункте): Москва, Россия
в отрасли экономики "Информационные технологии, интернет, телеком" → "Стартапы"
с заработной платой: по договоренности
Вакансия № 16283853 добавлена в базу данных сайта Работа в Москве и Московской области (МО, Подмосковье): Вторник, 15 октября 2024 года.
Дата обновления вакансии № 16283853 на сайте Работа в Москве и Московской области (МО, Подмосковье): Пятница, 15 ноября 2024 года.
Обращаем Ваше внимание, что на момент обращения к работодателю вакансия № 16283853 может быть уже занята. Администрация сайта Работа в Москве и Московской области (МО, Подмосковье) приносит извинения за доставленные неудобства.
Требования к опыту работы:
1–3 года
Тип занятости:
полная занятость
График работы:
полный день
Дополнительные сведения о вакансии: Head of Customer Experience / Head of CX
About Us:
Didi Chuxing ("DiDi") is the world's leading mobile transportation and convenience platform. The company offers a full range of app-based transportation and life services for over 550 million users across Asia, Latin America and Australia, including Taxi, Express, Premier, Luxe, Bus, Designated Driving, Enterprise Solutions, Bike Sharing, E-bike Sharing, Automobile Solutions, Food Delivery and Payment. Tens of millions of drivers who find flexible work opportunities on the DiDi platform provide over 10 billion passenger trips a year.
DiDi is committed to collaborating with policymakers, the taxi industry, the automobile industry and communities to solve the world’s transportation, environmental and employment challenges with localized smart transportation innovations by leveraging its AI capabilities. By continuously improving user experience and creating social value, DiDi strives to build a safe, inclusive and sustainable mobile transportation and convenience ecosystem for cities of future.
DiDi partners with Grab, Lyft, Ola, 99, Taxify and Careem in a global ride-hailing network that reaches over 80% of the world's population across over 1,000 cities. Currently, DiDi provides ride-hailing services in Brazil under the 99 brand, operates DiDi-branded mobility services in Mexico and Australia, and provides taxi-hailing service in Japan through a joint venture. By continuously improving user experience and creating social value, DiDi strives to build a safe, open and sustainable mobile transportation ecosystem.
Key Responsibilities: -
You will be, ultimately, responsible for Customer experience of all users (Riders, Drivers and Fleet) in Russia.
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Design the strategy of Customer Experience in Russia and lead a solid execution plan;
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Improve the structure and the current Customer Service operations main KPIs, including front and back office;
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Implement and manage different vendors, create a competitive model between then being innovative on how to measure their performance;
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Manage directly large teams responsible to handle critical cases;
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Build supportives teams to ensure high quality performance, training and assessing their results;
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Lead multifunctional projects with team members in different backgrounds and from different localities;
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Build, lead and inspire a high performance team
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Main KPIs to manage: experience (CX NPS - overall experience, CSAT - customer satisfaction, retention, SLAs - service level agreements) and efficiency (Contact Rate, productivity, cost) besides people management (eNPS, retention, fulfill rate) and risks management.
Requirements: -
Bachelor’s degree
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Advanced English
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Exceptional communication skills.
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Leader of multifunctional high performance teams;
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Flexibility - You have the ability to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environment.
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Ownership and Entrepreneurial spirit - You have the drive to continue building and improving processes.
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Experience in consultancy, strategy, service-industry, customer support, manufacturing or distribution in a high-volume and extremely fast-paced environment is a plus.
Will be considered as a strong advantage:
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Experience in a consulting or analytical role.
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Bachelor’s from STEM courses
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Quality Assurance knowledge
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Project Management
Conditions:
- Partially remote work.
- Broad benefits package: health insurance, life insurance, meals, fitness, Chinese class, etc.
- 31 days paid annual leave.
- Opening a new chapter in multi-billion dollar business, ample opportunity to implement your own ideas.
Откликнуться на эту вакансию: Head of Customer Experience / Head of CX
Предыдущая вакансия:
Вакансия № 16283846 на должность Кредитный специалист (Коломна) от компании Банк Хоум Кредит в городе (населенном пункте) Коломна