CX Operations Lead: Strategy, Process & Insights

Didi-Global-; Ciudad de México; On-site; MXN 900,000 - 1,500,000; Full time

Job summary

DiDi Global Inc. is seeking a Senior CX Operations Manager to lead customer experience strategies across multiple countries, aligning with business objectives and driving improvements.

You will partner with business units, design CX journeys, and optimize processes across channels to elevate the customer experience. You will also own transversal programs, report CX health to senior leadership, and ensure alignment with global priorities and policies.

Qualifications

• Bachelor’s degree in a quantitative field or equivalent experience.
• 4–6+ years in CX StratOps, Tech Ops, or business consultancy.
• Advanced SQL skills to query and derive insights independently.
• Experience designing data analyses and root-cause diagnostics.
• Excellent English communication with global stakeholders.

Responsibilities

• Partner with business units and ops teams as a CX business partner.
• Design user experiences and strategies aligning with policy and channel efficiency.
• Identify friction points and map scalable improvements across channels.
• Own end-to-end transversal programs and cross-location projects.
• Monitor and improve CX metrics and prepare executive reports.
• Communicate findings, bottlenecks, and insights to leadership.

Skills

SQL

Data analytics

Root cause analysis

Process optimization

Python

R

English (proficient)

Education

Bachelor’s degree in Business, Data Analytics or Ops Mgmt

Job description

DiDi Global Inc. is seeking a Senior CX Operations Manager to lead customer experience strategies across multiple countries, aligning with business objectives and driving improvements.

You will partner with business units, design CX journeys, and optimize processes across channels to elevate the customer experience. You will also own transversal programs, report CX health to senior leadership, and ensure alignment with global priorities and policies.