DiDi Global

Welcome page

Farming Manager

Job Locations BR-SP-Sao Paulo
ID 2025-17044
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

We are a high-performance, data-driven Customer Success organization focused on ensuring that every restaurant partner achieves consistent growth and operational excellence on our platform. 


The Manager of Customer Success plays a critical leadership role by overseeing multiple CS Coordinators and their respective teams — ensuring alignment, strategic direction, and performance excellence across all fronts.


This position requires a strategic mindset, combining analytical thinking with a strong sense of ownership over processes, KPIs, and scalable impact. You will lead through data, empower through people, and innovate through automation — driving engagement, performance, and growth across thousands of restaurant partners.

Role Responsibilities


  • A strategic leader responsible for guiding and developing 2–3 Customer Success Coordinators, each managing a team of approximately 10 Analysts.

  • Accountable for the consolidated performance and operational results of all Customer Success teams under your leadership, including Health Index, activation rate, Effective Online %, GMV growth and others.

  • The main driver of scalable, automated, and data-backed processes to increase partner engagement and overall restaurant performance on the platform.

  • A mentor and enabler for your Coordinators, ensuring consistent execution, clear prioritization, and alignment with business goals.

  • An analytical thinker capable of identifying bottlenecks and designing solutions that enhance team efficiency and partner outcomes.

  • A collaborator and connector across key business areas (Sales, Product, Operations, and Marketing), ensuring seamless execution of the partner journey.

  • Responsible for transforming business insights into strategic initiatives that improve activation, engagement, growth and retention at scale.

  • An agent of innovation, leveraging data automation, CRM, and campaign orchestration tools to drive mass partner engagement.

  • A culture builder who promotes accountability, continuous learning, and operational discipline and routine across all CS levels.

Role Qualifications

✅ Proven experience managing leaders — preferably having led multiple coordinators or equivalent management layers.


✅ Strong analytical and strategic mindset, with the ability to connect business vision to measurable operational outcomes.


✅ Experience leading Customer Success, After Sales, or Account Management teams, ideally in SMB or Long Tail environments.


✅ Proficiency in designing and scaling operational frameworks that enhance efficiency and partner results.


✅ Excellent communication and influencing skills, with experience engaging senior stakeholders cross-functionally.


✅ High ownership and resilience in fast-paced, evolving environments.


✅ Proficiency with CRM and analytical tools (Infobip, Genesys, Salesforce, Hubspot, Power BI, Data Studio, etc.).


✅ Fluency in Portuguese and advanced to fluent English (mandatory).


✨ (Bonus) Experience in marketplaces, SaaS companies, or large-scale B2B2C platforms.

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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