CX Operations & Strategy Lead

Didi; Ciudad de México; Hybrid; MXN 1,200,000 - 1,600,000; Full time

Job summary

DiDi Global Inc. is seeking a Senior Manager for CX Operations to lead customer experience strategies across multiple countries. You will partner with Business Units and Ops teams, design end-to-end CX flows, and drive program roadmaps that elevate service levels.

Strong data analysis and SQL skills are essential to translate insights into measurable improvements. Fluency in English is required to effectively communicate with global stakeholders, and experience with cross-functional leadership

Qualifications

• Bachelor's degree in a related quantitative field or equivalent experience.
• 4–6+ years in CX StratOps, Tech Ops, or business consulting.
• Strong SQL to query and extract insights from large datasets.
• Experience with root cause analysis and data-driven problem solving.
• Proficient English, written and spoken, for global stakeholders.

Responsibilities

• Partner with business units and ops teams to provide CX insights and improve journeys.
• Design user experience flows by aligning policy with channel efficiency.
• Identify friction points and map scalable improvements across support channels.
• Own end-to-end transversal programs and lead cross-locality projects.
• Monitor CX metrics and deliver insights to leadership and stakeholders.
• Produce regular executive reports on CX health and capacity planning.

Skills

SQL

Root Cause Analysis

Data analysis

Process optimization

English proficiency

Python

R

Education

Bachelor's degree in Business Administration, Data Analytics, Operations Management

Job description

DiDi Global Inc. is seeking a Senior Manager for CX Operations to lead customer experience strategies across multiple countries. You will partner with Business Units and Ops teams, design end-to-end CX flows, and drive program roadmaps that elevate service levels.

Strong data analysis and SQL skills are essential to translate insights into measurable improvements. Fluency in English is required to effectively communicate with global stakeholders, and experience with cross-functional leadership