About The Company 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, such as ride hailing, taxi hailing, chauffeur services, hitch, shared mobility, auto solutions, food delivery, intra‑city freight, and financial services. DiDi provides car owners, drivers and delivery partners with flexible work and income opportunities and is committed to solving transportation, environmental and employment challenges through AI technology and localized smart transportation innovations. About The Team/role As a CX Operations Sr Manager, you will develop and execute customer experience (CX) strategies that align with business objectives and enhance customer satisfaction. This dynamic leadership role requires managing cross‑functional teams, driving continuous improvement and leading strategic projects to elevate the customer experience across multiple countries. In this role, you’ll be responsible for Drive Process Optimization: Standardize and improve customer experience processes based on best practices, lead continuous improvement initiatives, and ensure lessons learned drive future success. Foster Voice of the Customer: Establish governance to capture and disseminate “Voice of the Customer,” monitor and improve key performance indicators (KPI) such as CSAT, NPS, and contact rate. Exercise Cross‑Functional Leadership: Lead cross‑company projects with diverse team members to bring Voice of the Customer into DiDi, collaborating with senior leaders to understand and support their needs and ensure high‑quality customer service. Reporting and Communication: Regularly report to senior leadership on progress, learnings and strategic insights; communicate findings and improvement areas to different business areas. Write and share compelling VOC reports: Build business memos with strong data‑driven storytelling to influence stakeholders and drive action. We’re eager to be in touch because you have 8+ years of relevant experience in management consulting, operations, customer service or business development, with at least 5 years leading teams or cross‑functional projects/programs. Strong experience with continuous improvement methodologies, advanced communication skills and the ability to lead teams in creating and executing solutions for the business, partners and consumers. Advanced technical proficiency in Excel or other data‑management tools; demonstrated ability to use data to drive decisions and improvements. Proven track record in managing high‑performance multifunctional teams, collaborating, influencing and engaging stakeholders from diverse backgrounds. Ability to work with remote teams across different time zones and foster a cohesive and innovative work culture. Capacity to navigate between big‑picture strategy and detailed project or process implementation. Fluency in English is mandatory. Bonus skills: SQL or Python. You’ll love working at DiDi because… We create user value: We constantly innovate new experiences that are safe, pleasant and efficient. We are data‑driven: We make informed decisions by analyzing valuable metrics, allowing us to navigate the business landscape strategically. Win‑win collaboration: Success is a team sport; we communicate candidly and execute with excellence. Integrity: We do the right thing, speak our minds and listen to each other. Growth: We venture beyond our comfort zones, learn from mistakes and help each other grow. Diversity and inclusion: 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. We are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer. Employment and advancement decisions are always based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on 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. #J-18808-Ljbffr