About DiDi DiDi 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 Role We 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 (Xico)
🏢 Didi
📍 Xico