Delivery Experience & Quality Sr Specialist

DiDi; Ciudad de México; Sur place; MXN 900 000 - 1 300 000; Plein temps

Résumé du poste

DiDi is seeking a Delivery Experience & Quality Sr Specialist to take end-to-end ownership of the fulfillment experience across our ecosystem. This hands-on leadership role blends on-the-ground reality with executive decision-making, spending time in the field to understand courier, merchant, and user pain points.

You will translate frontline insights into a prioritized, data-backed operational roadmap, define scalable service standards, and partner with Product and Operations to embed quality

Qualifications

• 5+ years of operational experience in last-mile/logistics or related fields.
• Strong data manipulation and synthesis to build data-driven arguments.
• Bilingual proficiency in English and Spanish for cross-border coordination.

Responsabilités

• End-to-end ownership of delivery experience across the ecosystem.
• Map failure points and define prioritized, data-backed roadmaps.
• Define scalable service standards and partner with Product/Ops to implement.
• Conduct field testing, mystery deliveries, and field audits to validate standards.

Connaissances

Operational experience

Frontline immersion

Analytical mindset

Bilingual English/Spanish

Outils

SQL

BI dashboards

Advanced Excel/Sheets

AI productivity tools

Description du poste

We are looking for a Delivery Experience & Quality Sr Specialist to take end-to-end ownership of the fulfillment experience across our ecosystem.

This is not a traditional desk job. It is a high-impact, hands-on leadership role bridging on-the-ground reality with executive decision-making. You will dissect every failure point across the delivery journey—from order acceptance to doorstep drop-off—by spending real time on the streets, running deliveries, visiting merchant kitchens, and speaking directly with couriers and users.

You will turn qualitative frontline pain points into a prioritized, data-backed operational roadmap, define scalable service standards, and partner directly with Product and Operations teams to institutionalize quality across our platform.

Key Responsibilities

• End-to-End Journey Mapping: Audit and map failure points across every node of fulfillment (acceptance, store arrival, pickup, transit, drop-off, exception handling) to pinpoint root causes, responsible parties, and business costs.
• Frontline Immersion: Spend consistent time in the field—conducting mystery orders, visiting merchant hubs, and running courier routes—to ground analytical hypotheses in operational reality.
• Quantified Problem Inventory: Synthesize user complaint tickets, low NPS/CSAT scores, and merchant feedback into a scenario-segmented, frequency-ranked problem backlog.
• Business Impact Prioritization: Build clear business cases demonstrating how specific delivery defects erode market share, drive user churn, and damage merchant retention.

2. Service Design & Standards Definition

• Behavioral Standards: Define unambiguous, measurable service standards and behavioral expectations for each fulfillment node that can be objectively trained, audited, and enforced.
• Edge-Case & Scenario Architecture: Formulate tailored protocols for complex operational conditions (e.g., severe weather, high-value orders, access-controlled high-rises, gated communities, peak hours in dense commercial clusters).
• Operational Feasibility Testing: Pilot and validate all proposed standards on the ground before broad rollout to ensure they are realistic and executable for couriers.

3. Enablement, Governance & Product Integration

• Training & Certification Programs: Architect comprehensive training and onboarding frameworks for Vendor partners and couriers (materials, certification gates, case-based reviews) focused on actual mastery rather than passive sign-offs.
• Liability & Incentive Governance: Establish clear rules, accountability frameworks, and liability criteria, cascading them through our two-tier structure (Platform → Vendor → Courier).
• Product-Led Enforcement: Partner closely with Product and Tech teams to encode operational rules directly into the app (smart prompts, gate checks, automated validation), ensuring compliance through system guardrails rather than manual supervision.

4. Monitoring, Audit & Continuous Iteration

• Performance Telemetry: Build and monitor core experience metrics to track post-implementation impact, systematically distinguishing between flawed standards and poor execution.
• Field Audits & Mystery Shopping: Run recurring spot-checks, unannounced field validations, and mystery deliveries to audit adherence and update training modules accordingly.

What We Are Looking For

Must-Have Qualifications

• 5+ years of operational experience in last-mile logistics, on-demand delivery platforms, fulfillment operations, or operational quality/experience design.
• Uncompromising Frontline Mindset: A strong bias for action and willingness to spend meaningful time in the field (stations, routes, stores); you believe the best insights live on the street, not just in dashboards.
• Analytical & Problem-Solving Rigor: Proven ability to independently extract, manipulate, and synthesize operational data (advanced Excel/Sheets required; SQL or BI dashboarding strongly preferred) to build data-driven arguments; adept at leveraging modern AI productivity tools.
• Bilingual Proficiency: Professional working fluency in English and Spanish is required to coordinate with cross-border stakeholders and conduct direct frontline interviews with local merchants, couriers, and users.

Nice-to-Have (Bonus Points)

• Experience building operational SOPs, service standards, or codes of conduct from scratch in high-growth environments.
• Background managing relationships or governance models with third-party logistics (3PL) vendors, fleet aggregators, or BPO partners.
• Experience collaborating directly with Product/Engineering teams to build in-app operational tooling or automated workflow checkpoints.
• Deep knowledge of customer experience frameworks (CSAT, NPS, defect rate attribution).