Cx learning & development coordinator (ai solutions)

CX Learning & Development Coordinator (Ai Solutions)

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, 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

As a Senior Specialist within the Central L&D team, you will act as a strategic integrator between technology and operations. In this role, you will not work in a silo; instead, you will collaborate closely with the Quality Assurance (QA) team to enhance existing AI projects.

Your mission is to ensure that technological innovation has a clear execution path toward learning and performance improvement. We are looking for an "AI-First" mindset—someone who can navigate the intersection of quality data and pedagogical solutions, ensuring that every technical advancement directly addresses operational gaps in an agile and measurable way.

In this role, you'll be...

• QA & L&D Synergy: Partner with the QA team to analyze findings and trends, ensuring that existing AI projects are leveraged to proactively address identified operational gaps.
• AI Project Collaboration : Actively participate in current AI initiatives, providing an L&D perspective to optimize digital literacy and tool adoption across teams.
• Accountability Culture: Drive an "AI-First" mentality, empowering teams to be critical, ask better questions, and raise the bar for technology usage in their daily workflows.
• Technical Discovery: Conduct hands‑on discovery with real users (agents and supervisors) to understand how AI tools can improve their processes and translate these findings into clear technical specifications (Specs).
• Data Synthesis: Use SQL to connect the dots between operational data and the impact of learning solutions, transforming ambiguous information into structured frameworks.

Basic Qualifications

• Collaborative Mindset: Proven experience working within multidisciplinary teams, with the ability to align objectives between technical and operational stakeholders.
• Data Engineering (SQL): Ability to write complex queries (joins, window functions, aggregations) independently in environments like BigQuery or Hive.
• AI Tooling: Experience with platforms such as Claude Code, Dify, DeepSeek, or Gemini.
• AI Implementation: Experience working with AI Agent architectures or automated systems in real‑world production environments.
• Technical Communication: Full professional fluency in English to read technical documentation, write specifications, and collaborate with international stakeholders.
• Synthesis Speed: Strong ability to navigate ambiguity and produce structured execution frameworks quickly.

Preferred Qualifications

• Project Management: Familiarity with agile methodologies and managing cross‑functional deliverables.
• BI Visualization: Experience building automated reporting in Looker, Metabase, or Power BI.
• L&D Fundamentals: Knowledge of adult learning principles or instructional design (highly valued but not mandatory, as we can mentor you here).
• CX Operations Experience: Solid understanding of Customer Service dynamics, including QA processes and performance metrics (CSAT, AHT, etc.).

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).