DiDi

Led the multidisciplinary Customer Experience area: Customer Experience Operations, Service Delivery and Retail Operations teams.Owned efficiency, experience and operational OKRs such as CX Cost / GMV, Contacts per Orders (defect rate), Customer Satisfaction, SLAs and First Contact Resolution.Responsible and accountable for an XX MM USD annual budget.Led a team of 300+ people, both in-house and outsourced in 5 multilingual sites across 2 regions.