Driver Center Operations Lead

DiDi; Bogotá ciudad; Presencial; COP 60.000.000 - 120.000.000; Jornada completa

Descripción de la vacante

DiDi busca un Coordinador para dirigir la dirección estratégica y los flujos de trabajo diarios de los centros de Driver Center en la región MAC. Liderarás un equipo regional para garantizar un soporte de primera clase a nuestros usuarios y aliados.

El rol exige experiencia en operaciones de alto volumen, capacidad analítica y habilidades de negociación con socios internos y externos. Se valorará movilidad regional y multiculturalidad dentro de un entorno dinámico y global.

Formación

• Experiencia en entornos de operaciones de alto volumen y ritmo acelerado en atención al cliente o operaciones de servicio.
• Inglés avanzado/fluido, con excelente comunicación oral y escrita.
• Enfoque analítico para medir KPIs y métricas de calidad.
• Interés en entornos dinámicos, con capacidad de adaptarse y aprender rápidamente.
• Certificación Black/Green Belt Lean Six Sigma o experiencia en mejoras continuas deseable.

Responsabilidades

• Definir y supervisar métricas de rendimiento (KPIs) y optimizar flujos de trabajo.
• Identificar riesgos operativos y rutas de expansión para DiDi en la región MAC.
• Control presupuestario y gestión de recursos.
• Desarrollar alianzas con departamentos, proveedores y BPO externos.
• Colaborar con redes organizacionales para garantizar servicio al cliente de alta calidad.
• Mantener disponibilidad para viajes regionales y globales según demanda del negocio.

Conocimientos

Gestión de operaciones

Inglés avanzado

Análisis de datos

Customer experience

Mejora continua (Lean Six Sigma)

Descripción del empleo

About The Company

DiDi es la plataforma de tecnología de movilidad más grande del mundo. Con más de 10 años en el mercado, somos la empresa líder en servicios basados en aplicaciones para transporte inteligente, entrega de alimentos y servicios de pago. Haciendo la vida mejor y más fácil para las personas todos los días.

About The Company

DiDi es la plataforma de tecnología de movilidad más grande del mundo. Con más de 10 años en el mercado, somos la empresa líder en servicios basados en aplicaciones para transporte inteligente, entrega de alimentos y servicios de pago. Haciendo la vida mejor y más fácil para las personas todos los días.

Cuando te unes a Didi, vas a formar parte de una comunidad abierta, inclusiva y diversa de más de 12,000 empleados en todo el mundo. Desde el primer día encontrará una rica cultura global colaborativa donde sus responsabilidades tendrán un impacto directo en la estrategia y el crecimiento de la empresa.

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.