CX Operations Lead: Strategy, Data & Global Impact

DiDi Global; Ciudad de México; Hybrid; MXN 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

DiDi Global is seeking a CX Operations Senior Manager to lead customer experience strategy across multiple countries. You will partner with business units, design user experiences, and drive process improvements while overseeing cross-functional teams.

The role requires strong SQL and data analytics skills, English fluency, and 4–6+ years of CX StratOps or related experience. Hybrid work model in a global tech environment is offered.

Qualifications

• Bachelor's degree in Business Administration, Data Analytics, Operations Management, or related quantitative field.
• 4-6+ years of experience in Customer Experience StratOps, Tech Ops, or business consultancy.
• Strong SQL skills to independently query and extract insights.
• Experience designing advanced data analyses and diagnostic modeling.
• English proficiency (written and spoken) to communicate with global stakeholders.

Responsibilities

• Partner with Business Units, Ops teams, and POCs as CX Business Partner to improve support journeys.
• Design user experience flows and connect policies with channel efficiency and process design.
• Identify friction points in the customer journey and map scalable process improvements.
• Own end-to-end transversal programs and lead cross-company projects to capture Voice of the Customer.
• Monitor, report and improve CX metrics such as CSAT, NPS, CES and FCR.
• Deliver executive reporting and communicate CX health and bottlenecks to leadership.

Skills

SQL

Data Analytics

Root Cause Analysis

Process Mapping

English Proficiency

Education

Bachelor's degree

Tools

Python

R

Job description

DiDi Global is seeking a CX Operations Senior Manager to lead customer experience strategy across multiple countries. You will partner with business units, design user experiences, and drive process improvements while overseeing cross-functional teams.

The role requires strong SQL and data analytics skills, English fluency, and 4–6+ years of CX StratOps or related experience. Hybrid work model in a global tech environment is offered.