Sr. Community Operations Lead – Driver Onboarding (SSL)

DiDi Global; Colombia; Presencial; COP 9.000.000 - 15.000.000; Jornada completa

Descripción de la vacante

DiDi Global in Colombia seeks a Sr. CX Analyst to lead and manage community services across multiple Latin American markets.

You will supervise agents, optimize onboarding and driver activation, and collaborate with Ops, Product, and Marketing to create a seamless driver journey. You will analyze performance metrics, refine training materials, and deploy best practices across regions while driving customer-centric improvements and cross-country collaboration.

Formación

• Over 3 years of professional experience in innovation, service development, or project execution.
• Bachelor’s degree or higher; Master’s in Process Management or PM is an asset.
• Experience in analytical roles, customer support, strategy, or consultancy in high-volume environments.
• Strong written and verbal communication in English for cross-border collaboration.
• Excellent critical thinking and analytical capabilities.
• Familiar with scrum, agile, waterfall, and lean project management frameworks.
• Customer-centric mindset with ability to architect innovative resolutions.
• Ability to direct and inspire cross-functional teams with minimal oversight.

Responsabilidades

• Guide and assist an agent team in onboarding and engagement initiatives for new drivers.
• Formulate, assess, and refine training content and operational deliverables to boost activation.
• Evaluate statistics and feedback to identify optimization areas and improve performance.
• Capture and deploy localized best practices across markets for consistency.
• Partner with Ops, Product, and Marketing to ensure a driver-focused journey.
• Identify execution risks early, draft mitigation plans, and manage issues.
• Act as a champion for customers across internal and external environments.

Conocimientos

English communication

Analytical thinking

Cross-functional leadership

Customer-centric mindset

Agile / Scrum

Project management

Decision making

Independent prioritization

Educación

Bachelor's degree

Master's in Process/PM (asset)

Descripción del empleo

DiDi Global in Colombia seeks a Sr. CX Analyst to lead and manage community services across multiple Latin American markets.

You will supervise agents, optimize onboarding and driver activation, and collaborate with Ops, Product, and Marketing to create a seamless driver journey. You will analyze performance metrics, refine training materials, and deploy best practices across regions while driving customer-centric improvements and cross-country collaboration.