Senior CX Operations Leader - Global Experience Strategy

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

Job summary

DiDi Global Inc. is seeking a CX Operations Sr Manager to develop and execute customer experience strategies that align with business objectives and elevate satisfaction across multiple countries.

The role requires a dynamic leader who can manage cross‑functional teams, drive improvements, and own transversal programs from inception to delivery. You will partner with Business Units, Ops teams, and POCs to design journeys, optimize processes across Email, Chat, Phone, and Self‑Service, monitor CX

Qualifications

• Bachelor’s degree in Business Administration, Data Analytics, Operations Management, or a related quantitative field (or equivalent practical experience).
• 4–6+ years of experience in Customer Experience StratOps, Tech Ops, or business consultancy.
• Strong proficiency in SQL to independently query, manipulate, and extract actionable insights from large datasets.
• Proven track record of designing and executing complex data analyses, diagnostic modeling, and trend evaluations.
• Practical expertise in conducting Root Cause Analysis.
• Full professional proficiency in English (written and spoken).
• Proficiency in Python and/or R for advanced analytics is preferred.
• Experience leading large scale projects and in business/ops transformation.

Responsibilities

• Business Partnership & Operational Alignment: Partner with Business Units, Ops teams, and POCs to provide insights and feedback on operational issues.
• Experience Design & Strategy: Design user experience flows and strategies linking policy/rules with channel efficiency and process design.
• Process Optimization: Identify friction points in the customer journey and map scalable improvements across support channels.
• Program & Strategic Roadmap: Own end-to-end transversal programs/projects; lead cross-company initiatives and voice of the customer.
• Operational Performance: Monitor and report CX metrics (CSAT, NPS, CES, FCR, SLA, AHT, contact rate).
• Reporting & Executive Communication: Deliver executive reporting and communicate CX health, bottlenecks, capacity, and insights to leadership.

Skills

SQL

Data analytics

Root cause analysis

English fluency

Python

R

Project leadership

Operations transformation

Education

Bachelor’s degree in Business Administration / Data Analytics / Operations Management

Job description

DiDi Global Inc. is seeking a CX Operations Sr Manager to develop and execute customer experience strategies that align with business objectives and elevate satisfaction across multiple countries.

The role requires a dynamic leader who can manage cross‑functional teams, drive improvements, and own transversal programs from inception to delivery. You will partner with Business Units, Ops teams, and POCs to design journeys, optimize processes across Email, Chat, Phone, and Self‑Service, monitor CX