CX Operations Manager

Company OverviewDiDi 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#LI-HybridTeam OverviewThe Manager of Community Operations is responsible for leading and managing a dynamic team focused on fostering an engaged and vibrant customer community. This role is integral to driving customer satisfaction, loyalty, and advocacy by ensuring that community platforms are effectively utilized, moderated, and aligned with the broader CX strategy. The ideal candidate will have a deep understanding of community management, strong leadership skills, and the ability to analyze and act on community insights to improve overall customer experience.Role ResponsibilitiesExecute a comprehensive community strategy aligned with the business objectives.Oversee the day-to-day operations of customer community platforms, ensuring a positive and engaging experience for all members.Collaborate with cross-functional teams (e.g., Driver Operations team, Product, Marketing, Support) to integrate community feedback into broader CX initiatives.Recognize and address organizational barriers to ensure the future success of new programs and projects.Lead, mentor, and develop a team of community account managers and moderators, fostering a culture of collaboration, innovation, and continuous improvement.Set clear performance goals and regularly assess team performance to ensure alignment with business objectives.Coordinate focus groups and research to bring the voice of the customer inside the company.Lead strategic projects in the customer service area, as well as define standards and playbooks.Continuously benchmark our product and services against different companies, and prioritize each area of improvement found.Communicate to different business areas about findings that need to be improved.Report to high levels about results, learnings, questions, and other progress made by the areaMonitor and analyze community metrics (e.g., engagement rates, sentiment analysis, NPS) to assess the health and effectiveness of community initiatives.Provide actionable insights and recommendations to senior leadership based on community feedback and trends.Role QualificationsMandatory fluent English and advanced Spanish.6y+ of relevant work experience in management consulting, operations, customer service, or business development (Preferred Internet & Consulting with Customer service background).3 y+ leading teams or cross-functional projects.Deep experience with continuous improvement methodologies.Advanced communication skills (written and spoken).Experience creating and optimizing processes.Strong analytical and critical thinking skills.Ability to lead individuals in creating and executing the best solutions for the business, partners, and consumers.Advanced in Excel or other data management tools.EEO StatementWe create customer value – We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant, and efficient.We are data-driven – We are strong believers in making informed decisions, that’s why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.We believe in Win-win Collaboration – Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.We believe in integrity – Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.We believe in Diversity and Inclusion – Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.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 #J-18808-Ljbffr