Service Ops Sr. Manager
Mexico City - Mexico

About the company
DiDi General 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.

We are in search of a passionate entrepreneur with a proven ability to create exceptional services,



elevate customer experiences, and champion a customer‑centric culture within the company. If you are a strategic leader with a passion for CX, this is your opportunity to excel in the Credit Card industry.

In this role, you'll be...
- Be responsible for creating CX strategies, structure and processes to ensure internal efficiency, while influencing the internal teams
- Be the link and connection between the local business and the CX team, incorporating business strategies in CX's plans for the best customer experience
- Translate the business strategy into Customer experience and Customer Service plans; Define, monitor and deliver area OKRs; Establish governance to disseminate "Voice of the Customer" to other business areas, improving NPS, contact rate and CSAT; establish governance and connect with the leaders of the business to support their needs
- Engage regularly with the company's senior lead

📌 Service Ops Sr. Manager (Ciudad de México)
🏢 DiDi Chuxing
📍 Ciudad de México