Community Agent Operations Lead
Operations
Bogotá, Bogota, Colombia
Community Agent Operations Lead
Bogota - Colombia
Customer Experience RegularAbout 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, 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
#LI-HybridAbout the team/role
The CX Community Sr Analyst will be responsible for managing agents to execute a program aimed at improving the Early Life Cycle experience for drivers, specifically in SSL (Spanish Speaking Latin America). This role involves understanding the customer journey, ensuring continuous improvement, and being capable of iterating on agent deliverables to maximize impact.
The primary responsibilities of this position include the following:
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Guide and assist an agent team in executing onboarding and engagement initiatives for new drivers.
Formulate, assess, and refine training content and operational deliverables to boost driver satisfaction and activation rates.
Evaluate operational statistics and user feedback to uncover optimization areas and enhance content and agent performance.
Capture and deploy localized best practices across different markets to guarantee operational consistency.
Partner with cross-functional divisions (including Ops, Product, and Marketing) to champion a seamless, driver-focused journey.
Identify prospective execution risks early, draft mitigation frameworks, and proactively manage unexpected issues.
Act as a dedicated champion for our customers across internal and external environments.
In this role, you'll be...
In this role as a Sr. Analyst, you will be responsible for steering the strategic vision and overseeing the daily operations of community services throughout the region. The position currently spans more than three countries, with plans for future expansion into additional cities and nations. Your day-to-day leadership will involve guiding a talented team focused on supporting program captains and experts to achieve excellence and drive impactful business outcomes.
We're eager to be in touch because you have...
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Over 3 years of professional background in innovation, service development, or project execution, ideally within a service-oriented field.
A Bachelor’s degree or higher; holding a Master's in Process Management or Project Management is an asset.
Prior experience operating within highly analytical roles, customer support, strategy, or consultancy in high-volume, rapid environments.
Strong written and verbal communication skills in English to handle daily cross-border and cross-cultural collaborations.
Exceptional critical thinking and analytical capabilities.
Proven familiarity with diverse project management frameworks, including scrum, agile, waterfall, and lean practices.
Customer-centric mindset with the capability to architect innovative resolutions for multi-layered issues.
Demonstrated capability to direct and inspire cross-functional teams, fostering alignment and shared engagement.
Ability to manage independent priorities, multitask effectively, and deliver results with minimal oversight.
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.
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.