Community Agent Operations Lead

DiDi Global; Colombia; Presencial; COP 9.000.000 - 15.000.000; Jornada completa

Descripción de la vacante

DiDi Global in Colombia seeks a Sr. CX Analyst to lead and manage community services across multiple Latin American markets.

You will supervise agents, optimize onboarding and driver activation, and collaborate with Ops, Product, and Marketing to create a seamless driver journey. You will analyze performance metrics, refine training materials, and deploy best practices across regions while driving customer-centric improvements and cross-country collaboration.

Formación

• Over 3 years of professional experience in innovation, service development, or project execution.
• Bachelor’s degree or higher; Master’s in Process Management or PM is an asset.
• Experience in analytical roles, customer support, strategy, or consultancy in high-volume environments.
• Strong written and verbal communication in English for cross-border collaboration.
• Excellent critical thinking and analytical capabilities.
• Familiar with scrum, agile, waterfall, and lean project management frameworks.
• Customer-centric mindset with ability to architect innovative resolutions.
• Ability to direct and inspire cross-functional teams with minimal oversight.

Responsabilidades

• Guide and assist an agent team in onboarding and engagement initiatives for new drivers.
• Formulate, assess, and refine training content and operational deliverables to boost activation.
• Evaluate statistics and feedback to identify optimization areas and improve performance.
• Capture and deploy localized best practices across markets for consistency.
• Partner with Ops, Product, and Marketing to ensure a driver-focused journey.
• Identify execution risks early, draft mitigation plans, and manage issues.
• Act as a champion for customers across internal and external environments.

Conocimientos

English communication

Analytical thinking

Cross-functional leadership

Customer-centric mindset

Agile / Scrum

Project management

Decision making

Independent prioritization

Educación

Bachelor's degree

Master's in Process/PM (asset)

Descripción del empleo

Company Overview

DiDi Global 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

Team Overview

The CX Community Sr Analyst will be responsible for managing agents to execute a program aimed at improving the Early Life Cycle experience for drivers, specifically in SSL (Spanish Speaking Latin America). This role involves understanding the customer journey, ensuring continuous improvement, and be capable of iterating on agent deliverables to maximize impact.

The primary responsibilities of this position include the following:

• Guide and assist an agent team in executing onboarding and engagement initiatives for new drivers.

• Formulate, assess, and refine training content and operational deliverables to boost driver satisfaction and activation rates.

• Evaluate operational statistics and user feedback to uncover optimization areas and enhance content and agent performance.

• Capture and deploy localized best practices across different markets to guarantee operational consistency.

• Partner with cross-functional divisions (including Ops, Product, and Marketing) to champion a seamless, driver-focused journey.

• Identify prospective execution risks early, draft mitigation frameworks, and proactively manage unexpected issues.

• Act as a dedicated champion for our customers across internal and external environments.

Role Responsibilities

In this role as a Sr. Analyst, you will be responsible for steering the strategic vision and overseeing the daily operations of community services throughout the region. The position currently spans more than three countries, with plans for future expansion into additional cities and nations. Your day-to-day leadership will involve guiding a talented team focused on supporting program captains and experts to achieve excellence and drive impactful business outcomes.

Role Qualifications

• Over 3 years of professional background in innovation, service development, or project execution, ideally within a service-oriented field.

• A Bachelor’s degree or higher; holding a Master’s in Process Management or Project Management is an asset.

• Prior experience operating within highly analytical roles, customer support, strategy, or consultancy in high-volume, rapid environments.

• Strong written and verbal communication skills in English to handle daily cross-border and cross-cultural collaborations.

• Exceptional critical thinking and analytical capabilities.

• Proven familiarity with diverse project management frameworks, including scrum, agile, waterfall, and lean practices.

• Customer-centric mindset with the capability to architect innovative resolutions for multi-layered issues.

• Demonstrated capability to direct and inspire cross-functional teams, fostering alignment and shared engagement.

• Ability to manage independent priorities, multitask effectively, and deliver results with minimal oversight.

EEO Statement

• We create customer value – We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant, and efficient.
• We are data-driven – We are strong believers in making informed decisions, that’s why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.
• We believe in Win-win Collaboration – Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.
• We believe in integrity – Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.
• We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
• We believe in Diversity and Inclusion – Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.

We are committed to building inclusive and diverse teams.

At DiDi, we believe that our differences are our biggest source of strength. That‘s why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.

We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that’s how we create better products and services, make better decisions and better serve the communities we’re a part of.

I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms