Senior Manager of Community Operations
hace 1 día
DiDi Global Inc. is a leading mobility technology platform that offers a wide range of app-based services across various markets. Our mission is 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.
Job SummaryWe are seeking a Senior Manager of Community Operations to lead and manage 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.
Key Responsibilities- Develop and execute a comprehensive community strategy aligned with 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 to integrate community feedback into broader CX initiatives.
- 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.
- Monitor and analyze community metrics to assess the health and effectiveness of community initiatives.
- Provide actionable insights and recommendations to senior leadership based on community feedback and trends.
- Mandatory fluent English and advanced Spanish.
- 8+ years of relevant work experience in management consulting, operations, customer service, or business development.
- 5+ years of 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.
At DiDi, we believe that our differences are our biggest source of strength. We are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer. We strive to create 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.
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