DiDi Global

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Product Operations Manager

Job Locations BR-SP-Sao Paulo | MX-MEX-Mexico City | CO-Bogota
ID 2025-16156
Category
Customer Experience
Employee Class
Regular

Company Overview

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 DiDi Global Inc., 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.

#LI-Hybrid

Team Overview

Are you a leader driven by transforming the customer experience and solving complex challenges? We're looking for a Manager to lead our team. In this role, you'll be instrumental in defining the strategy for our customer-facing systems, leading the team in deep-diving into user challenges, and implementing data-driven solutions that not only reduce customer effort but also drive business growth.

Role Responsibilities


  • Lead and empower a global team of analysts, setting the vision and goals for optimizing our customer-facing systems;

  • Manage and align the expectations of stakeholders from diverse regions around the world, ensuring that CX solutions meet the needs of varied markets;

  • Oversee the lifecycle of CX projects, including the planning and implementation of new features in our systems, ensuring on-time and on-budget delivery;

  • Supervise problem investigation and data analysis (both qualitative and quantitative) to identify and resolve key pain points within our Help Center and other platforms;

  • Focus on reducing customer effort by monitoring key metrics and implementing proactive actions to streamline processes and enhance usability;

  • Act as the central point of contact between Product, Engineering, and Support teams, ensuring a cohesive and intuitive customer journey across all platforms.

Role Qualifications


  • Strong analytical skills with the ability to interpret data and translate insights into actionable solutions;

  • A customer-centric mindset with a passion for problem-solving and improving user experience;

  • Excellent communication skills, capable of articulating complex issues and solutions clearly;

  • Ability to work autonomously and collaboratively in a fast-paced environment;

  • Advanced in English, both written and spoken.

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.
Diversity & Inclusion

Diversity is not a future vision or a wish for something we want someday; it is a non-negotiable value of who we are today.

 

We embrace inclusion, plurality, and respect, and to achieve this, we rely on the governance of the Diversity Committee, which works alongside HR, our leadership, and identity groups—99Adapta, 99Afro, 99Colors, 99Womem, and 99Familys.

 

This is our ongoing journey, with much more still to come.

 
We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).
 
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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