About DiDiDiDi Integral is the world's leading mobility platform.
DiDi Premier is our flagship high-end product designed to redefine urban mobility through a reliable, white-glove, and luxury service experience for top-tier passengers.About the RoleWe are seeking an operational leader who bridges the gap between Luxury Hospitality Standards and Operational Excellence.
As the Experience & Quality Operations Senior Manager, you will own the end-to-end Experience Control System for DiDi Premier.
You will define brand standards, run mystery shopper audit programs, manage compliance enforcement architectures, and ensure that our VIP service quality floor remains non-negotiable across LATAM.Key Responsibilities:Define Premier Brand Standards: Craft and evolve the operational guidelines governing driver presentation, vehicle aesthetics, white-glove service execution, and passenger touchpoints.Audit & Compliance Architecture: Own the mystery shopper programs and quality audits, converting signals into fair enforcement actions (retraining, category removal, suspensions).
Data-Driven Quality Control:



Analyze compliance data and metrics (via Excel, Dashboards, or SQL) to link audit outcomes to passenger CSAT and brand sentiment.Luxury Service Governance: Establish cross-functional alignment between Operations, Supply, and Customer Experience to guarantee consistent VIP standards during market expansions.What We're Looking For:Hospitality / VIP Background: 5+ years of experience in Luxury Hospitality, Premium Guest Experience, Aviation (First/Business Class), High-End Concierge Services, or Luxury Mobility.Quality Systems: Proven track record running audit programs, mystery shopper operations, or quality compliance frameworks.Analytical Skills: Strong ability to analyze data, build reports, and evaluate metrics using tools like Excel, Google Sheets, or SQL.People Leadership: At least 2 years directly managing teams or cross-functional operational programs.Languages: Full professional proficiency in English and Spanish.

📌 Experience Management Manager (México)
🏢 Didi
📍 México