CX Operations Sr. Manager

About the role

DiDi Global Inc. is seeking a senior leader to shape and execute its customer experience (CX) strategy across multiple markets. The CX Operations Sr. Manager will drive process excellence, embed the voice of the customer, and lead cross‑functional initiatives that improve satisfaction and operational efficiency.

Key responsibilities

• Standardize and continuously improve CX processes using best‑practice frameworks, delivering efficiency gains and higher experience metrics.
• Establish governance to capture, analyze, and disseminate the “Voice of the Customer” across the organization, monitoring KPIs such as CSAT, NPS and contact rate.
• Lead cross‑company projects with diverse, geographically dispersed teams, partnering with senior leaders to translate customer insights into action.
• Report progress, insights and strategic recommendations to senior leadership and craft compelling VOC reports and business memos that influence stakeholder decisions.

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.

Required skills

• Continuous improvement methodologies (e.g., Lean, Six Sigma).
• Advanced data‑driven storytelling and reporting.

What we offer

• Opportunity to impact CX strategy for a global mobility technology leader.
• Collaborative, multicultural environment with exposure to multiple countries.