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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#LI-Hybrid

As the Service Strategy & CX Operations Manager, you will oversee the design, alignment, and optimization of customer experience (CX) strategies and service flows. Your role will involve benchmarking and implementing best practices across diverse markets, business lines, and cultures to drive continuous improvement. Additionally, you will lead strategic initiatives to enhance the end-to-end customer experience, ensuring consistency and excellence across all touchpoints.

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  Process Optimization & Continuous Improvement
  Analyze current and future business processes, collaborating with global internal teams to identify and drive continuous improvement initiatives.
  Standardize processes based on industry best practices and market realities, fostering a culture of learning and innovation that builds on past insights.

  
  


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  Strategic Execution & Organizational Alignment
  Identify and mitigate organizational barriers to ensure the successful implementation of new programs and projects.
  Lead strategic projects within the customer service domain, defining standards, playbooks, and scalable frameworks.

  
  


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  Data-Driven CX Enhancement
  Monitor and analyze CX KPIs, extracting actionable insights to prioritize improvements and maintain high customer satisfaction.
  Conduct competitive benchmarking to evaluate our products and services, identifying and prioritizing key areas for enhancement.

  
  


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  Stakeholder Engagement & Leadership
  Manage a high-performance team, optimizing efficiency to achieve company objectives with maximum impact.
  Facilitate focus groups with BPO customer service representatives to assess process effectiveness and comprehension

  
  

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  Mandatory: Fluent in English.

  
  


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  Experience:

  
  
  
  
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    >5 years of relevant work experience in management consulting, operations, customer service, or business development.

    
    
  
  
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    Preferred: Background in Internet & Consulting industries with Customer Service experience.

    
    
  
  
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    <3 years leading cross-functional projects.

    
    
  
  
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    Proven managerial skills.

    
    
  
  
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    Deep expertise in continuous improvement methodologies (Black/Green Belt certification preferred).

    
    
  
  
  
  


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  Work Style & Skills:

  
  
  
  
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    Self-starter with the ability to work with minimal supervision, multitask, and prioritize effectively to meet deadlines.

    
    
  
  
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    Strong hands-on mentality with a customer-centric approach.

    
    
  
  
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    Ability to develop creative solutions to complex problems.

    
    
  
  
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    Advanced communication skills (written and spoken).

    
    
  
  
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    Experience in process creation and optimization.

    
    
  
  
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    Ability to translate raw data into actionable insights and improvements.

    
    
  
  
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    Curiosity about business operations and a keen eye for detail.

    
    
  
  
  
  


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  Analytical & Leadership Abilities:

  
  
  
  
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    Strong analytical and critical thinking skills.

    
    
  
  
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    Ability to lead teams in designing and implementing optimal solutions for the business, partners, and consumers.

    
    
  
  
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    Strategic thinker with tactical execution skills and persistent attention to detail.

    
    
  
  
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    Advanced proficiency in Excel or other data management tools.

    
    
  
  
  
  

• 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