Driver Experience & Community Operations Lead

DiDi Chuxing; Bogotá; Presencial; COP 132.496.000 - 201.899.000; Jornada completa

Descripción de la vacante

DiDi Global Inc. is seeking a Sr. CX Analyst to manage an agent team focused on improving the Early Life Cycle experience for drivers in SSL (Spanish Speaking Latin America). The role spans multiple markets and countries, guiding onboarding, training, and content delivery to boost activation and satisfaction.

The candidate will work with Ops, Product, and Marketing to ensure a seamless driver journey, monitor metrics, and proactively address risks while delivering customer-centric solutions.

Formación

• 3+ years in innovation, service development, or project execution.
• Experience in high-volume, rapid environments.
• Strong written and verbal English for cross-border collaboration.
• Familiar with Scrum, Agile, Waterfall, Lean frameworks.

Responsabilidades

• Guide and assist an agent team in onboarding and engagement of new drivers.
• Formulate, assess, and refine training content and deliverables.
• Evaluate statistics and feedback to find optimization areas.
• Capture and deploy best practices across markets.
• Partner with Ops, Product, and Marketing to ensure driver-focused journey.
• Identify risks and draft mitigation plans; manage issues proactively.
• Be a dedicated advocate for customers across environments.

Conocimientos

English communication

Analytical thinking

Project management

Cross-functional leadership

Driver/customer focus

Educación

Bachelor’s degree

Master’s in Process/Project Management (asset)

Descripción del empleo

DiDi Global Inc. is seeking a Sr. CX Analyst to manage an agent team focused on improving the Early Life Cycle experience for drivers in SSL (Spanish Speaking Latin America). The role spans multiple markets and countries, guiding onboarding, training, and content delivery to boost activation and satisfaction.

The candidate will work with Ops, Product, and Marketing to ensure a seamless driver journey, monitor metrics, and proactively address risks while delivering customer-centric solutions.