Job Locations MX-MEX-Mexico City

ID 2026-18659

Category

Operation & Strategy - Fintech

Employee Class

Regular

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.

For more information, please visit: www.didiglobal.com/news

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The Backoffice CX team sits at the core of DiDi’s operational stability and customer experience. In this role, you’ll design and optimize end-to-end Backoffice processes, working closely with Operations, QA, Data, and Risk teams to reduce recontact and improve resolutivity. We’re looking for a proactive, structured, and analytical thinker who enjoys turning complex problems into clear, scalable processes. You’ll gain exposure to cross-functional stakeholders and play a key role in shaping how Backoffice CX operates and evolves.

• Own Backoffice CX processes end-to-end, from documentation to continuous optimization.


• Analyze contact reasons and operational data to reduce recontact and improve first-time resolution.


• Design, maintain, and improve process cards, ensuring clarity, efficiency, and usability for operations teams.


• Partner closely with Service Delivery, QA, WFM, Data, Risk, and Product teams to align processes and resolve dependencies.


• Lead small to mid-scale process improvement initiatives, managing timelines, owners, risks, and follow-ups.


• Act as a key point of contact for stakeholders, providing visibility on process performance and improvement progress.


• Support backlog control initiatives by identifying root causes of inflow and operational inefficiencies.


• Communicate effectively in English with regional or global stakeholders when required.


• Contribute to a culture of operational excellence, structure, and continuous improvement.

• Experience in CX or process optimization roles.


• Strong knowledge of process design, documentation, and improvement methodologies.


• Proven ability to manage multiple stakeholders and work cross-functionally.


• Solid understanding of project management (planning, tracking, risks, deliverables).


• Business-level English, able to participate in meetings and align with diverse stakeholders.


• Analytical mindset with the ability to translate insights into actionable improvements.

• 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

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