LatAm Driver Operations & CX Lead

DiDi; Bogotá ciudad; Presencial; COP 90.000.000 - 140.000.000; Jornada completa

Descripción de la vacante

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

In this role, you will lead BPO teams, drive engagement strategies for our partner drivers, manage operational budgets, and build data-driven processes that elevate the user experience. You will oversee driver engagement, onboarding, and satisfaction metrics; manage SLAs with BPO agencies; distribute budgets and incentives using Excel models; and optimize driver lifecycle and Hub

Formación

• 3+ years of experience in Operations, CX, or Project Management in high-volume, tech-driven environments (Ride-hailing, Last-mile, BPO, E-commerce).
• Hands-on experience with Driver/Partner Engagement and BPO management.
• Strong analytical background (Intermediate/Advanced Excel, KPIs tracking, process optimization).
• Professional Business English (Fluent verbal and written skills).
• Availability for occasional regional travel (1 week every 3 months).

Responsabilidades

• Lead and oversee driver engagement programs, onboarding, and continuous satisfaction metrics.
• Direct day-to-day operations and SLAs with third-party BPO agencies (20-40+ agents/drivers).
• Manage operational budget distribution and driver incentives using data/Excel models.
• Optimize end-to-end driver lifecycle processes and Driver Center / Hub metrics across multiple markets.

Conocimientos

Operations management

CX management

Project Management

Driver engagement

BPO management

Advanced Excel

KPIs tracking

English (Fluent)

Herramientas

Excel

Descripción del empleo

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

In this role, you will lead BPO teams, drive engagement strategies for our partner drivers, manage operational budgets, and build data-driven processes that elevate the user experience. You will oversee driver engagement, onboarding, and satisfaction metrics; manage SLAs with BPO agencies; distribute budgets and incentives using Excel models; and optimize driver lifecycle and Hub