Driver Community Operations Lead — Onboarding & Growth

Didi-Global-; Bogotá; Presencial; COP 89.280.000 - 156.240.000; Jornada completa

Descripción de la vacante

DiDi Global Inc. in the Americas region is seeking a Sr. Analyst to lead the CX Community program for drivers across SSL. You will guide a team, enhance onboarding, and drive activation and satisfaction.

You will work with Ops, Product, and Marketing to ensure a consistent driver journey, analyze data, and implement improvements across multiple markets with a customer-centric mindset.

Formación

• 3+ years in innovation, service development, or project execution.
• Bachelor’s degree or higher; Master’s in Process/Project Management is a plus.
• Experience in analytical roles, customer support, strategy, or consultancy in high-volume environments.
• Strong written and verbal English for cross-border collaborations.
• Excellent critical thinking and analytics.
• Familiar with Scrum, Agile, Waterfall, and Lean PM frameworks.
• Customer-centric mindset with ability to resolve multi-layered issues.
• Ability to lead cross-functional teams.
• Ability to manage priorities, multitask, and deliver with minimal oversight.

Responsabilidades

• Guide and supervise an agent team in onboarding and engagement for new drivers.
• Formulate and refine training content and deliverables to boost driver satisfaction and activation rates.
• Evaluate operational statistics and user feedback to uncover optimization areas.
• Capture and deploy localized best practices across markets to ensure consistency.
• Partner with Ops, Product, and Marketing to champion a seamless driver journey.
• Identify risks early, draft mitigation frameworks, and manage issues proactively.
• Act as a dedicated champion for customers across environments.

Conocimientos

Innovation

Service development

Project execution

Analytical thinking

Written and verbal English

Cross-functional leadership

Agile/Lean/Waterfall

Customer-centric mindset

Multitasking

Educación

Bachelor’s degree or higher; Master’s in Process/Project Management is a plus

Descripción del empleo

DiDi Global Inc. in the Americas region is seeking a Sr. Analyst to lead the CX Community program for drivers across SSL. You will guide a team, enhance onboarding, and drive activation and satisfaction.

You will work with Ops, Product, and Marketing to ensure a consistent driver journey, analyze data, and implement improvements across multiple markets with a customer-centric mindset.