About the Job As a CX Relationship Coordinator, you will be working directly with the CX & Relationship Manager for the Spanish Speaking LATAM region managing our various BPOs. You will work every day to improve our Customer Service Experience in 9 of the countries where DiDi has services in Latin America. Key Responsibilities: - Vendor Communication: Managing day-to-day communication between DiDi and vendors (BPO), ensuring the replication of our culture and values. - KPI Tracking: Monitoring KPIs from the Customer Experience operation, ensuring that performance meets our very high standards. - Stakeholder Engagement: Engaging with both internal and external analysts, proactively making processes easier for everyone involved. - Process Improvement: Generating insights and continually reviewing and improving processes and tools that directly impact user experience. - BPO Reporting: Validating all reports from BPOs, focusing on efficiency and cost. - Cross-Functional Collaboration: Interacting with other teams to anticipate potential friction points and positioning yourself to support the team and our users. About Us 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 believe in data-driven decisions and communicate with candor while executing with excellence in all we do. Integrity is at the very core of our business and we aim to do the right thing. Growth, diversity, and inclusion are also highly valued within our company culture. What We Offer You'll love working at DiDi because of the opportunities for growth and development, as well as the chance to work on diverse projects that make an impact on people's lives. As a member of our team, you'll have the opportunity to collaborate with experts across the globe and develop your skills in a fast-paced environment. Requirements - Bachelor's degree (required). - Advanced / Fluent English. - Experience in Customer Service / Experience areas. (BPO Operations management) - Ability to interact and influence internal and external partners. - Effective time and team management and organization skills. - Excellent oral and written communication skills.