Product Operations Manager - Customer Experience (CX)
99
Product, Customer Service, Operations
são paulo, state of são paulo, brazil
Posted on Saturday, October 28, 2023
About The Company
If you see technology as there to smooth your path in life, our team does too: Your Path, Our Journey.
We believe in people who transform their paths through technology. Technology that connects people who are good at what they do and which practices diversity to create and share those paths that we (as yet!) do not even know about. Our journey is in the smile of every talented person who brings revolution to the world from Brazil - whether with in-app transportation (99) or digital payments (99Pay).
To make life easier for millions of people every day, we are in the driving seat as part of DiDi Chuxing, the world's largest transport, and convenient platform. And so, we can say, with great pride, that we are pioneers in creating solutions, starting in Brazil, that grow in scale and have positive impacts in a range of other countries.
Whether creating projects from scratch or continually improving our solutions, we like challenges that give us butterflies, and that's why we work with intensity, at a fast pace, with respect, collaboration, and partnership. On this journey, we also create learning and strengthen ourselves in diversity as a fundamental aspect that makes us stand out for our growth day after day.
About The Team/role
Join us as a Product Operations Manager and take a leading role in optimizing our customer service ecosystem. Your key responsibilities will include user experience enhancement, data analysis, risk management and industry research. Your contributions will have a direct influence on key business metrics, including customer satisfaction and channel efficiency. You'll be an integral member of a dynamic team that cherishes collaboration, fosters creativity, and is committed to continuous improvement.
In this role, you'll be...
We create user 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.
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.
Growth
We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
Diversity and Inclusion
Diversity is one of our biggest strengths. Our differences are what make us distinct. We respect each other and believe in equal opportunities for all.
We are committed to building inclusive and diverse teams
Diversity is not a vision of the future or something we wish to have one day, it is a non-negotiable value of who we are.
We practice inclusion, plurality and respect. And we count on the governance of the Diversity Committee, which works together with HR, leadership and identity groups - 99Adapta, 99Afro, 99Cores, 99Mulheres and 99familias. This part of our journey has been written, there remains a long road before us.
We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).
If you see technology as there to smooth your path in life, our team does too: Your Path, Our Journey.
We believe in people who transform their paths through technology. Technology that connects people who are good at what they do and which practices diversity to create and share those paths that we (as yet!) do not even know about. Our journey is in the smile of every talented person who brings revolution to the world from Brazil - whether with in-app transportation (99) or digital payments (99Pay).
To make life easier for millions of people every day, we are in the driving seat as part of DiDi Chuxing, the world's largest transport, and convenient platform. And so, we can say, with great pride, that we are pioneers in creating solutions, starting in Brazil, that grow in scale and have positive impacts in a range of other countries.
Whether creating projects from scratch or continually improving our solutions, we like challenges that give us butterflies, and that's why we work with intensity, at a fast pace, with respect, collaboration, and partnership. On this journey, we also create learning and strengthen ourselves in diversity as a fundamental aspect that makes us stand out for our growth day after day.
About The Team/role
Join us as a Product Operations Manager and take a leading role in optimizing our customer service ecosystem. Your key responsibilities will include user experience enhancement, data analysis, risk management and industry research. Your contributions will have a direct influence on key business metrics, including customer satisfaction and channel efficiency. You'll be an integral member of a dynamic team that cherishes collaboration, fosters creativity, and is committed to continuous improvement.
In this role, you'll be...
- Monitor risks associated with intelligent services and user experience issues
- Identify problems from a user-centric perspective and drive service optimization and enhancement
- Generate specialized reports based on observations and improvements
- Conduct in-depth data analysis and interpret business scenarios to assess the operational service level
- Regularly produce comprehensive operational analysis reports
- Stay updated on industry trends and advancements
- Conduct independent competitive research to explore the application of new technologies and tools in the field of intelligent services
- Develop and iterate operational methodologies based on business insights, user research, and performance analysis.
- Align methodologies with business goals to enhance operational efficiency.
- At least 3 years of experience in internet operations or product management, preferably with a focus on process automatio and/or AI
- Passion for staying updated on industry trends and innovations
- Proven ability to approach challenges and solutions with a user-centric mindset
- Strong analytical skills and the ability to derive actionable insights from data (SQL is a plus)
- Excellent communication and collaboration skills
We create user 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.
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.
Growth
We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
Diversity and Inclusion
Diversity is one of our biggest strengths. Our differences are what make us distinct. We respect each other and believe in equal opportunities for all.
We are committed to building inclusive and diverse teams
Diversity is not a vision of the future or something we wish to have one day, it is a non-negotiable value of who we are.
We practice inclusion, plurality and respect. And we count on the governance of the Diversity Committee, which works together with HR, leadership and identity groups - 99Adapta, 99Afro, 99Cores, 99Mulheres and 99familias. This part of our journey has been written, there remains a long road before us.
We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).