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.

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The Customer Experience (CX) Operations & Product Operations team is at the core of optimizing our customer service processes and ensuring a seamless experience for users. As a CX Ops & Product Ops Analyst, you will be responsible for improving and implementing operational processes, collaborating with cross-functional teams, and ensuring that technology and automation are effectively leveraged to enhance service quality.

This role requires a problem-solving mindset, strong organizational skills, and a passion for continuous improvement. You will work closely with internal teams, including Product, Engineering, and Customer Support, to ensure smooth operations and an exceptional user experience.

Process Optimization & Automation

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  Analyzing and improving customer service processes to enhance efficiency and experience.

  
  


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  Identifying opportunities for automation and system improvements to streamline CX operations.

  
  


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  Working closely with AI and human support teams to ensure the right balance between technology and human touch.

  
  


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  Creating and maintaining Standard Operating Procedures (SOPs) and best practices documentation.

  
  

Cross-Functional Collaboration

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  Acting as a bridge between CX, Product, and Engineering teams, ensuring alignment on priorities and goals.

  
  


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  Translating technical concepts into actionable insights for operational teams.

  
  


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  Supporting the testing and rollout of new processes, systems, and automation tools.

  
  

Data-Driven Decision Making

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  Using quantitative and qualitative data to identify bottlenecks and areas for improvement.

  
  


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  Tracking key performance indicators (KPIs) to measure the impact of process changes.

  
  


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  Providing recommendations based on insights from customer feedback and operational performance.

  
  

User-Centric Approach & Continuous Improvement

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  Staying connected with the frontline user experience to identify pain points and opportunities for enhancement.

  
  


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  Testing and iterate new solutions, ensuring they align with business objectives and customer needs.

  
  


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  Mentoring and support team members in adopting best practices and new methodologies.

  
  

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  Bachelor's degree in Business, Engineering, Computer Science, Process Automation, or related fields.

  
  


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  Experience in CX operations, process improvement, or product operations.

  
  


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  Strong problem-solving skills with a logical and structured approach.

  
  


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  Excellent communication and stakeholder management skills, with the ability to work across teams and cultures.

  
  


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  Data-driven mindset, with experience in analyzing operational performance.

  
  


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  Ability to adapt quickly in a fast-paced, dynamic environment.

  
  


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  Intermediate to advanced English (additional languages such as Mandarin are a plus).

  
  

• 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