LatAm Driver Operations & CX Lead

DiDi; Bogotá; Presencial; COP 186.347.000 - 279.520.000; Jornada completa

Descripción de la vacante

DiDi Global Inc. is hiring an Operations & CX Lead to steer and scale Driver & Community Operations across Colombia and LATAM.

You will lead BPO teams, drive engagement/retención strategies for our partner drivers, manage operational budgets, and build data-driven processes that elevate the user experience. The role requires 3+ years in Operations, CX, or PM in high-volume tech environments, hands-on driver engagement and BPO management, strong Excel analytics, and fluent Business English.

Formación

• 3+ years in Operations, CX or PM in high-volume tech environments.
• Hands-on experience with driver/partner engagement and BPO management.
• Strong analytical skills with Excel, KPI tracking and process optimization.
• Fluent Business English, both written and spoken.
• Willingness to travel regionally (1 week every 3 months).

Responsabilidades

• Lead driver engagement programs, onboarding and satisfaction metrics.
• Oversee day-to-day operations and SLAs with BPO agencies (20–40+ agents/drivers).
• Manage budgets and driver incentives using data/Excel models.
• Optimize end-to-end driver lifecycle processes and related metrics across markets.

Conocimientos

Operations

CX

Project Management

Driver Engagement

BPO Management

Data Analysis

Business English

Herramientas

Excel

Descripción del empleo

DiDi Global Inc. is hiring an Operations & CX Lead to steer and scale Driver & Community Operations across Colombia and LATAM.

You will lead BPO teams, drive engagement/retención strategies for our partner drivers, manage operational budgets, and build data-driven processes that elevate the user experience. The role requires 3+ years in Operations, CX, or PM in high-volume tech environments, hands-on driver engagement and BPO management, strong Excel analytics, and fluent Business English.