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

About The Company

DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.

DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world’s transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.

For more information, please visit: www.didiglobal.com/news

About the Role:

We are hiring an Operations & CX Lead to steer and scale our Driver & Community Operations across Colombia and LATAM. In this role, 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.

Key Responsibilities:

• 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.

Requirements:

• 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).

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.