CX Operations Manager
Operations
Mexico City, Mexico
CX Operations Manager
Mexico City - Mexico
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
As a CX Operations Sr Manager, you will be responsible for developing and executing customer experience (CX) strategies that align with business objectives and enhance customer satisfaction. This role requires a dynamic leader who can manage cross-functional teams, drive continuous improvement, and lead strategic projects to elevate the customer experience across multiple countries.
In this role, you'll be...
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Business Partnership & Operational Alignment: Closely partner with Business Units, Ops teams, and POCs as a CX Business Partner to provide relevant insights, help build best-in-class support experiences/journeys, and generate timely feedback on operational issues reflecting as user problems or defects.
Experience Design & Strategy: Build and design user experience flows and overarching strategies by connecting business requirements (policy/rules) with channel efficiency and process design.
Process Optimization: Identify friction points in the customer journey and map out scalable process improvements across support channels (Email, Chat, Phone, Self-Service).
Operational Performance: Monitor, report, and improve key CX metrics (CSAT, NPS, CES, First Contact Resolution, SLA compliance, Average Handling Time, and contact rate).
Reporting & Executive Communication: Deliver regular executive reporting and communicate findings, progress, learnings, CX health, operational bottlenecks, capacity planning, and strategic insights to senior leadership and different business areas.
We're eager to be in touch because you have...
Minimum Qualifications:
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Education: Bachelor’s degree in Business Administration, Data Analytics, Operations Management, or a related quantitative field (or equivalent practical experience).
Experience: 4–6+ years of experience in Customer Experience StratOps, Tech Ops, or business consultancy.
Advanced Data & SQL Skills:
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Strong proficiency in SQL to independently query, manipulate, and extract actionable insights from large datasets without reliance on engineering teams.
Proven track record of designing and executing complex data analyses, diagnostic modeling, and trend evaluations.
Practical expertise in conducting Root Cause Analysis.
Problem-Solving & Process Optimization: Demonstrated experience mapping customer journeys and translating complex data findings into actionable process improvements.
Preferred Qualifications:
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Proficiency in statistical or scripting languages (Python, R) for advanced predictive analytics or operational modeling.
Experience leading large scale projects.
Experience in business/ops transformation.
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.