Senior Delivery Experience & Quality Leader

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

Job summary

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.

Responsibilities

• 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.

Skills

Operational experience

Frontline immersion

Analytical mindset

Bilingual English/Spanish

Tools

SQL

BI dashboards

Advanced Excel/Sheets

AI productivity tools

Job description

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