CX Ops Senior Manager (J250508019)
Didi
You will work closely with global and regional stakeholders across Product, Operations, Policy, and Support to embed continuous improvement practices, translate insights into transformation opportunities, and build the foundational standards that enable best-in-class experiences.
Your Responsibilities
- Act as the strategic owner of CX service excellence, accountable for the design, improvement, and scalability of global support operations
- Define and evolve the long-term vision for customer service flows, operational governance, and experience frameworks
- Serve as the primary CX strategy partner to global and regional teams, influencing cross-functional roadmaps and business prioritization
- Own core CX KPIs and ensure performance insights are converted into structural improvements and experience innovation
- Lead the implementation of continuous improvement methodologies (e.g., Lean, Six Sigma), embedding them into day-to-day operations
- Shape the company's customer insights agenda by integrating VOC into strategic business and product decisions
- Guide regional and global benchmarking efforts to maintain DiDi’s experience at a market-leading level
- Represent CX Operations in senior forums, influencing leadership decisions, investment planning, and resourcing for key initiatives
任职要求
- 8+ years of experience in strategy, operations, consulting, or customer experience (preferably in technology, platforms, or internet services)
- 5+ years leading teams and large-scale cross-functional projects with business impact
- Proven track record of driving transformation and scaling operational solutions
- Expertise in continuous improvement methodologies (Lean, Six Sigma; Black/Green Belt preferred)
- Strong analytical skills, with ability to turn raw data into structured insights and action plans
- Experience developing and managing CX frameworks, KPIs, and service governance
- Comfortable influencing across levels and functions in a matrixed, fast-paced environment
- Hands-on and execution-driven with a strategic mindset
- Advanced verbal and written communication skills
- Fluent English required; Spanish or Portuguese is a strong plus
- Proficiency in Excel and data visualization tools (e.g., Tableau, Power BI)
