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CX Ops Service Strategy Manager

Job Locations : CO-Bogota

ID : 2025-14991

Company Overview

DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.

DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world’s transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.

For more information, please visit : www.didiglobal.com / news

Team Overview

As the Service Strategy & CX Operations Manager, you will oversee the design, alignment, and optimization of customer experience (CX) strategies and service flows. Your role will involve benchmarking and implementing best practices across diverse markets, business lines, and cultures to drive continuous improvement. Additionally, you will lead strategic initiatives to enhance the end-to-end customer experience, ensuring consistency and excellence across all touchpoints.

Role Responsibilities

• Process Optimization & Continuous Improvement – Analyze current and future business processes, collaborating with global internal teams to identify and drive continuous improvement initiatives. Standardize processes based on industry best practices and market realities, fostering a culture of learning and innovation that builds on past insights.
• Strategic Execution & Organizational Alignment – Identify and mitigate organizational barriers to ensure the successful implementation of new programs and projects. Lead strategic projects within the customer service domain, defining standards, playbooks, and scalable frameworks.
• Data-Driven CX Enhancement – Monitor and analyze CX KPIs, extracting actionable insights to prioritize improvements and maintain high customer satisfaction. Conduct competitive benchmarking to evaluate products and services, identifying and prioritizing key areas for enhancement.
• Stakeholder Engagement & Leadership – Manage a high-performance team, optimizing efficiency to achieve company objectives with maximum impact. Facilitate focus groups with BPO customer service representatives to assess process effectiveness and comprehension.

Role Qualifications

5 years of relevant work experience in management consulting, operations, customer service, or business development.

EEO Statement

We are committed to building inclusive and diverse teams.

At DiDi, we believe that our differences are our biggest source of strength. That‘s why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy / maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.

We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that’s how we create better products and services, make better decisions and better serve the communities we’re a part of.

I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https : / / careers.didiglobal.com / terms

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