Senior CX Ops & Strategy Lead

DiDi; Ciudad de México; On-site; MXN 900,000 - 1,300,000; Full time

Job summary

DiDi is hiring a CX Operations Senior Manager to shape customer experience strategy across multiple countries. You will lead cross-functional teams, drive continuous improvements, and execute strategic CX projects aligned with business goals.

The role emphasizes data-driven decision making, performance metrics, and executive-level reporting. Collaboration with senior leaders and diverse local teams will be central to success.

Qualifications

• Bachelor’s degree in Business Administration, Data Analytics, Operations Management, or equivalent.
• 4–6+ years of experience in Customer Experience StratOps, Tech Ops, or business consultancy.
• Advanced Data & SQL Skills: strong SQL to independently query and extract insights.
• Fluent English (written and spoken) to communicate with global stakeholders.
• Experience designing and executing complex data analyses, diagnostic modeling, and trend evaluations.
• Root Cause Analysis and process optimization experience from mapping customer journeys.

Responsibilities

• Partner with Business Units, Ops teams, and POCs as a CX Business Partner to provide insights and feedback on issues.
• Design user experience flows and strategies connecting policy with channel efficiency and process design.
• Identify friction points in the customer journey and map scalable improvements across support channels.
• Own end-to-end transversal programs/projects and lead cross-company initiatives to capture Voice of the Customer.
• Monitor, report, and improve CX metrics (CSAT, NPS, CES, FCR, SLA, AHT, contact rate).
• Deliver executive reporting and communicate CX health, bottlenecks, capacity planning, and insights to leadership.

Skills

SQL

Data analytics

Root Cause Analysis

Process optimization

English proficiency

Cross-functional leadership

Education

Bachelor’s degree in Business Administration

Bachelor’s degree in Data Analytics

Bachelor’s degree in Operations Management

Job description

DiDi is hiring a CX Operations Senior Manager to shape customer experience strategy across multiple countries. You will lead cross-functional teams, drive continuous improvements, and execute strategic CX projects aligned with business goals.

The role emphasizes data-driven decision making, performance metrics, and executive-level reporting. Collaboration with senior leaders and diverse local teams will be central to success.