Driver Center Operations Lead

DiDi Chuxing; Bogotá; Presencial; COP 60.000.000 - 100.000.000; Jornada completa

Descripción de la vacante

DiDi Chuxing coordinates Driver Center hubs across the MAC region to deliver exceptional support for end users. You will lead a regional team, drive performance metrics, and ensure efficient workflows across seven sites in three nations.

The role focuses on operations management, risk control, compliance, and cross-functional collaboration with internal departments and external providers, with travel as needed.

Formación

• Proven experience in a high-volume, fast-paced operations environment (customer support/service).
• Experience leading regional teams and coordinating across multiple sites.
• Strong communication skills in English, both written and spoken.

Responsabilidades

• Oversee daily and strategic operations of DiDi’s Driver Center network across the MAC region.
• Guide a regional team to deliver best-in-class end-user support.
• Monitor KPIs, manage budgets, and ensure regulatory compliance.

Conocimientos

Operations management

Data-driven

English proficiency

Leadership

Analytical mindset

Descripción del empleo

About the team/role

The Challenge Ahead

As a Coordinator, you will manage the strategic direction and daily workflows of DiDi's Driver Center hubs across the MAC region. This operational scope covers roughly seven sites spanning three nations, championing various business verticals. Primary duties consist of the following:

Formulate and monitor critical performance metrics (KPIs) alongside implementing iterative workflow refinements to deliver an exceptional journey for our users.

Identify core operational risks and key expansion paths to advance DiDi's geographical reach and service capabilities area-wide.

Budget Control

Develop and sustain productive partnerships with internal departments, external providers, and BPO agencies.

Partner across organizational networks with business divisions and CX units to secure first-rate consumer support while satisfying service level commitments.

Maintain flexibility for regional and global travel assignments based on shifting business demands.

In this role, you'll be...

The Coordinator position requires robust operations management skills, spanning resource allocation and people leadership, along with a strong focus on compliance, risk management, and business continuity.

In this role, you will manage both the daily and strategic operations of DiDi’s Driver Center network across the MAC region. You will guide a motivated team throughout the region to guarantee the delivery of best-in-class support to our end users.

Additionally, you will oversee site compliance and budget adherence, ensuring our operational footprint meets all necessary standards while keeping the team fully prepared to adapt to changing business needs.

We're eager to be in touch because you have...

Proven experience in a high-volume, fast-paced operations environment in customer support and/or service operations (strongly desired).

Experience managing retail operations, including vendor performance and structural alignment.

Advanced/fluent level of English with excellent communication skills, both oral and written.

Ability to interact with, influence, and act as a liaison between internal and external partners across business lines.

Data-driven approach to problem solving, utilizing an analytical mindset to track, analyze, and report on key performance indicators and quality metrics.

Desire to work in a fun, entrepreneurial, fast-paced environment with a focus on adaptability and flexibility.

Highly motivated to deliver a memorable customer experience and exceptional customer service to our end users.

Black/Green Belt Lean Six Sigma certification or experience with continuous improvement methodologies (desirable).

You'll love working at DiDi because...

We create user 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.
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.
Growth
We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
Diversity and Inclusion
Diversity is one of our biggest strengths. Our differences are what make 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.