CX & Relationship Director

Sao Paulo - Brazil

Customer Experience Regular

About the company

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.

About the team/role

We’re looking for a highly driven and strategic CX & Relationship Director to join our CX Service Operations team. This role will lead the Quality Assurance (QA) and Learning & Development (L&D) teams, overseeing both operationally embedded teams and central teams responsible for global standardization and innovation. Additionally, this role will lead the Critical Channels team, which manages high-visibility and high-impact channels such as social media and ombudsman channels.

The CX & Relationship Director will drive performance in the whole International Business Group, ensure alignment with global standards, and identify opportunities for innovation to continuously elevate the CSR experience and overall customer satisfaction.

In this role, you'll be...

  • Lead the QA and L&D teams in both operational (local) and central (global) functions.
  • Ensure alignment between CX business priorities and the team’s strategy.
  • Build a culture of continuous improvement, collaboration, and innovation.
  • Oversee L&D and QA operations to ensure compliance with performance standards, policies, and procedures.
  • Drive the adoption of new technologies and methodologies to enhance efficiency and accuracy.
  • Define the QA strategy to continuously gather actionable insights that inform CX teams on process improvements and drive continuous development for CSRs.
  • Define the L&D strategy to uphold global standards while adapting to regional needs, enabling the deployment of innovative learning solutions.
  • Define the Critical Channels strategy to ensure timely, accurate, and brand-aligned engagement, while managing risks and escalation protocols for sensitive, public-facing interactions.
  • Monitor industry trends and integrate relevant advancements, such as AI, into our operations.
  • Foster data-driven decision-making by integrating analytics and insights into all functional areas.

We're eager to be in touch because you have...

  • Bachelor’s degree (required)
  • Fluent in English (written and verbal).
  • 8+ years of experience in CX, QA, L&D, or related leadership roles.
  • Proven experience managing multi-country teams in a global operations environment.
  • Strong understanding of QA frameworks, training methodologies, and operational KPIs.
  • Proven project management skills with the ability to lead large-scale initiatives.
  • Strong analytical mindset and experience using data to drive decision-making.

You'll love working at DiDi because...

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.

Diversity & Inclusion

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 99Mamães. 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).

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