CX Operations Senior Manager

About the role

DiDi Global Inc. is seeking a CX Operations Senior Manager to shape and execute customer experience strategies across multiple countries. The role combines leadership of cross‑functional teams with a focus on continuous improvement to boost satisfaction metrics such as CSAT and NPS.

Key responsibilities

• Standardize and improve CX processes using best‑practice frameworks, driving efficiency and experience metrics.
• Establish governance for capturing the “Voice of the Customer” and ensure lessons learned are applied.
• Lead cross‑company projects with diverse teams to embed VOC insights throughout the organization.
• Collaborate with senior leaders to understand needs and deliver high‑quality customer service.
• Report progress, insights and recommendations to senior leadership and craft compelling VOC business memos.

Required profile

• 8+ years of experience in management consulting, operations, customer service or business development.
• At least 5 years of experience leading teams or cross‑functional programs.
• Proven ability to drive continuous‑improvement initiatives and influence senior stakeholders.
• Excellent communication and storytelling skills backed by data.

Required skills

• Continuous‑improvement methodologies (e.g., Lean, Six Sigma).