DiDi Global

CX Governance Manager

Job Locations MX-MEX-Mexico City
ID 2025-13130
Category
Customer Experience
Employee Class
Regular

Company Overview

DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.

 

DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world’s transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.

 

For more information, please visit: www.didiglobal.com/news

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Team Overview

This role will conduct strategic planning, risk assessment and resources allocation for sustainable practices and technological innovation to ensure efficient and reliable service delivery. Being curious, proactive and extremely organized will lead you to success in this position in this high paced environment. 

Role Responsibilities

Fostering a strong culture of Performance Management across Didi by guiding the definition of ambitious and realistic objectives, ensuring the disciplined execution of projects and initiatives to deliver the expected results.




  • Supporting CX business unit teams in defining ambitious OKRs.




  • Tracking and ensuring the initiative delivery process, challenging the team when initiatives are not driven to the required outcomes.




  • Acting as a PMO, overseeing project timelines, resource allocation, and ensuring alignment with organizational objectives.




  • Engaging with team leaders to collaboratively define and develop relevant, measurable, and achievable KPIs that align with strategic business objectives.




  • Supporting decision-making and driving continuous improvement.




  • Working autonomously and as an independent party to challenge Business Units on their performance results and delivery speed.




  • Preparing and running Performance Management sessions with the Leadership Team.




  • Acting as a facilitator, engaging with different teams on actions impacting performance that require collaboration across multiple areas of the business and CX.




  • Preparing monthly report materials, conducting meetings as needed, and following up on the execution of strategic projects.



Role Qualifications


  • Bachelor's Degree in Economics/Management/Engineering

  • Highly motivated individual with strong professional accomplishments (5-8 years experience)

  • Team player with a challenging yet collaborative behavior, resilient under pressure, and exhibiting strong professional ethics and integrity

  • Enthusiastic of OKR Framework and Performance Improvement cultures

  • Structured and analytical thinker, with excellent attention to detail

  • Ability to handle different tasks/projects simultaneously and autonomously, and provide deliverables under tight deadlines

  • Passionate and ambitious self-starter and fast learner, taking full ownership of tasks/projects, with a strong drive for excellence

  • Strong interpersonal skills, with the ability and confidence to engage and connect well with various levels in the organization

  • Strong English language and sharp communication skills, oral and written

EEO Statement

 

  • We create customer 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.
  • We believe in 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.
  • We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
  • We believe in Diversity and Inclusion – Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.

We are committed to building inclusive and diverse teams.

 

At DiDi, we believe that our differences are our biggest source of strength. That‘s why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

 

Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.

 

We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that’s how we create better products and services, make better decisions and better serve the communities we’re a part of.

 

 

I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms

 

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