Acreditamos na tecnologia que conecta gente boa no que faz e que vive a diversidade para criar e compartilhar até os caminhos que a gente (ainda!) nem sabe quais são. Trabalhamos para gerar valor não só para os nossos usuários, mas, sobretudo, para as comunidades que servimos e toda a sociedade, tornando a vida das pessoas melhor com serviços que facilitem seu dia a dia - seja com serviços de mobilidade e entrega (99) ou pagamentos digitais (99Pay).

Para facilitar a vida de milhões de pessoas todos os dias, desde 2018 fazemos parte da DiDi Global Inc., a maior plataforma de tecnologia e transporte por aplicativo do mundo. Somos pioneiros na criação de soluções inovadoras que começam no Brasil e que ganham escala para gerar impacto positivo em mais de 12 países em que a DiDi está presente. Essas inovações passam por sustentabilidade, segurança, inteligência artificial, mercado financeiro e um tanto mais.

Seja para construir projetos do zero ou aprimorar nossas soluções, gostamos de desafios que nos fazem sentir frio na barriga, e é por isso que trabalhamos num ritmo acelerado, com respeito, colaboração e bom humor. Nessa jornada, também nos fortalecemos nas diferentes vivências e opiniões para crescermos juntos, errar rápido, aprender e ajustar o caminho para criar soluções que tragam ainda melhores resultados.

#LI-Hybrid

About the team/role

As a CX Operations Manager at DiDi, you will drive improvements in customer experience by turning large-scale operations data into prioritized, measurable initiatives that reduce friction, lower incident rates, and increase retention; your work will directly influence product and regional operations policies and deliver measurable KPI uplifts (e.g., CSAT, Customer Effort Score, Competitive Intelligence Index). You will join the Customer Experience Operations team, whose mission is to ensure safe, reliable, and delightful experiences across markets by aligning front-line feedback, cross-functional programs, and automated tooling to scalable operational processes.

In this role, you'll be...

Analyze large, multi-source CX datasets to identify root causes of negative customer outcomes and propose high-impact interventions that aim to improve the customer experience
Lead cross-functional projects with Product, Safety & Anti-Fraud, Operations, and Local Markets to implement policy changes or tooling enhancements, managing timelines and quantifiable outcomes (e.g., Compensation Policies or Process Design).
Developing trustful relationships to transparently communicate and align with company stakeholders, including Chinese teams, Brazilian Operations, Marketing, Safety, Legal, Finance, etc.
Identify and document opportunities to optimize business policies, enhance operational efficiency, and improve customer experience
Perform analysis to generate data-driven insights and actionable recommendations and supporting materials for senior leadership and external stakeholders.
Gather information from different sources and conduct market research and industry analysis for international markets.
Contribute to fostering a data-driven culture internally

We're eager to be in touch because you have...

Bachelor's degree in Business, Engineer, Economics, Computer Science, or a related field is preferred but not mandatory when accompanied by equivalent hands-on experience in CX analytics or operations at scale.
Proven experience (5+ years) in customer experience analytics, operations, or program management within consumer tech or logistics platforms, demonstrating measurable impact on CX KPIs.
Proficient English (oral and written) is mandatory: the position requires daily interaction with international stakeholders living in Brazil, Mexico, and abroad.
Strong analytical skills with Excel proficiency and experience with BI tools (Looker, Tableau, or similar) to extract, model, and visualize multi-million-row datasets. SQL is a differential.
Excellent cross-functional communication skills, able to distill complex analyses into concise recommendations and influence stakeholders across product, regional ops, and trust teams.
Detail-oriented problem solver with strong project management skills, able to prioritize multiple initiatives under tight deadlines and coordinate implementation across geographies.
Customer-centric mindset with a bias for action, empathy for riders and drivers, and a commitment to building scalable, compliant processes that enhance safety and trust on DiDi’s platform.

You'll love working at DiDi because...

We create user 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.

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.

Growth
We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.

Diversity and Inclusion
Diversity is one of our biggest strengths. Our differences are what make us distinct. We respect each other and believe in equal opportunities for all.

Diversity & Inclusion

Diversity is not a vision of the future or something we wish to have one day, it is a non-negotiable value of who we are.

We practice inclusion, plurality, and respect. And we count on the governance of the Diversity Committee, which works together with HR, leadership and identity groups - 99Adapta, 99Afro, 99Cores, 99Mulheres, and 99Mamães. This part of our journey has been written, there remains a long road before us.

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

Share with

Apply now

See more open positions at Didi

Privacy policy Cookie policy