Job Title: CX Relationship Coordinator Description: This role involves working directly with the CX & Relationship Manager for the Spanish Speaking LATAM region to manage various BPOs. The ideal candidate must have strong communication, interpersonal, and analytical skills. 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. Requirements: - Bachelor's degree. - 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. - Ability to look at results, analyze data, participate on decision making. Why Join Us: - We create user value. - We strive to always create valuable experiences for our users in everything we do. - We are data-driven. - We are strong believers in making informed decisions. Benefits: - Win-win Collaboration. - Success is a team sport. - Growth.