About DiDi

DiDi Integral is the world's leading mobility and digital financial services technology platform. As we accelerate the growth of our financial ecosystem in Mexico, specifically through DiDi Card, we are seeking a strategic, visionary, and entrepreneurial leader to join us as our Service Operations Senior Manager.

About the Role In this senior leadership role, you will be the ultimate champion for a customer-centric culture within our Credit Card business. You will own the creation of end-to-end CX strategies, structures, and processes that drive operational efficiency. Serving as the vital link between local business units and the core CX team, you will translate corporate business goals into actionable Customer Experience and Customer Service plans, while regularly engaging with senior executives to influence long-term strategy.

Key Responsibilities

- CX Strategy & Structure: Create and execute large-scale CX strategies, establishing solid processes to maximize internal efficiency and scale our credit card operations.
- Business Integration: Translate complex business goals into seamless Customer Service plans, defining, monitoring, and delivering high-impact area OKRs.
- VoC Governance: Design and lead governance frameworks to disseminate the "Voice of the Customer" (VoC) cross-functionally, directly moving the needle on NPS,



CSAT, and Contact Rates.
- Senior Stakeholder Management: Engage regularly with the company's executive leadership team, pitching data-driven proposals and aligning customer metrics with commercial success.
- Cross-Functional Leadership: Lead high-impact, multi-disciplinary, and cross-company projects to embed customer insights into DiDi's product and operational roadmaps.
- Team Empowerment: Foster a continuous-improvement mindset across supporting teams, ensuring top-tier service quality, performance tracking, and training.

What We're Looking For:
- Experience: 7+ years of experience in Customer Experience (CX) Strategy, Service Operations, or Customer Service Leadership—ideally within the Credit Card, Fintech, Neobanking, or Financial Services industries.
- Strategic Vision: Proven track record creating CX governance models (VoC, NPS/CSAT tracking) from scratch in high-volume environments.
- Leadership Grit: Demonstrated success leading cross-functional projects and influencing senior, C-level stakeholders.
- Languages: Business-level fluency in English (Advanced/C1 written and spoken) is an absolute must for global reporting.
- Location: Based in Mexico City with availability for our hybrid model.

📌 Service Operations Senior Manager (CX Strategy - DiDi Card) (México)
🏢 Didi
📍 México