Senior CX Operations Leader

Didi; Ciudad de México; Híbrido; MXN 900.000 - 1.600.000; Jornada completa

Descripción de la vacante

DiDi Global Inc. is seeking a CX Operations Senior Manager to lead customer experience strategies across Mexico City and other LATAM markets.

You will drive process optimization, establish VOC governance, and lead cross-functional teams to deliver measurable improvements in CSAT and NPS while reporting outcomes to executive leadership. The role requires 8+ years in related fields, strong data and communication skills, and the ability to collaborate with remote teams across time zones.

Formación

• 8+ years of relevant experience in management consulting, operations, customer service, or business development.
• At least 5 years leading teams or cross-functional projects/programs.
• Strong experience with continuous improvement methodologies.
• Excellent written and verbal communication; ability to influence stakeholders.

Responsabilidades

• Drive process optimization by standardizing and improving CX processes and leading continuous improvement initiatives.
• Foster voice of the customer by establishing governance and monitoring KPIs (CSAT, NPS, contact rate).
• Exercise cross-functional leadership across localities to bring VOC insights into DiDi and support senior leaders.
• Regularly report progress and insights to senior leadership and other business areas.
• Write and share compelling VOC reports with data-driven storytelling to influence action.

Conocimientos

Management leadership

Cross-functional leadership

Continuous improvement

Advanced communication

English fluency

Remote teamwork

SQL/Python (bonus)

Herramientas

Excel

Descripción del empleo

DiDi Global Inc. is seeking a CX Operations Senior Manager to lead customer experience strategies across Mexico City and other LATAM markets.

You will drive process optimization, establish VOC governance, and lead cross-functional teams to deliver measurable improvements in CSAT and NPS while reporting outcomes to executive leadership. The role requires 8+ years in related fields, strong data and communication skills, and the ability to collaborate with remote teams across time zones.