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.

#LI-Hybrid

About the team/role

We are looking for a customer-centric sales operations coordinator to join us on the CX Fintech Sales team. Our mission is to build the best experience for our clients and to drive strategic and sustainable growth to the business.

As a CX & Relationship Coordinator, you will play a key role in managing and improving our BPO operations. You will be responsible for day-to-day service delivery governance, performance monitoring, and continuous improvement initiatives that directly impact sales results and customer experience.

In this role, you will work closely with CX leadership, BPO partners, and cross-functional teams to ensure that operational strategies are effectively executed on the front line. You will analyze performance, identify execution gaps, refine sales scripts and workflows, and support initiatives that improve efficiency, quality, and conversion.

This position requires a strong operational mindset, analytical thinking, and the ability to translate business goals into structured action plans within a live telesales environment.

In this role, you'll be...

Support the definition and refinement of operational targets for BPO partners, ensuring alignment between business goals, CX standards, and live operations.
Act as a key point of coordination between CX and BPO partners, ensuring consistent communication, cultural alignment, and operational clarity.
Drive continuous improvement initiatives across the BPO operation, identifying efficiency and quality opportunities and implementing structured action plans.
Generate and maintain weekly BPO status reports, highlighting risks, trends, and actionable insights.
Monitor live operations and execution quality across calls, chats, and workflows, identifying deviations from defined standards and proposing corrective actions.
Support operational excellence initiatives by generating insights to improve user experience, efficiency, and internal tools/processes.
Ensure follow-up of key operational initiatives, tracking progress through defined KRs and coordinating with responsible stakeholders.
Support governance routines, including performance reviews, incentive tracking, and improvement action plans with BPO partners.
Identify recurring operational risks and support mitigation plans in collaboration with CX leadership.
Collaborate with Growth, Enablement, and Training teams to ensure alignment between designed strategies and frontline execution.

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

Bachelor’s degree completed in Marketing, Quality, Business, Engineering, Economics, Administration, or related fields.
3–5 years of experience in Customer Experience, Service Delivery, Sales Operations, or BPO environments, with experience in monitoring and improving sales and service performance through structured action plans and continuous improvement initiatives.
Strong analytical skills with the ability to interpret operational data and generate actionable insights.
Strong knowledge of key operational indicators such as Contact Rate, Conversion Rate, AHT, FCR, Service Level, Quality Score, Productivity, and Efficiency metrics.
Ability to work with multiple stakeholders and support alignment across internal teams and external partners.
Strong communication and organizational skills, with attention to detail and follow-through.
Proactive mindset with the ability to identify issues and support solution development.
Functional English (reading, writing, and participating in meetings).

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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