Company Overview

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.

For more information, please visit: www.didiglobal.com/news
LI-Hybrid
Team Overview

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.

Role Responsibilities

• 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

📌 CX Operations Manager (Ciudad de México)
🏢 Didi Global
📍 Ciudad de México