Operations Manager

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.

LI-Hybrid

Team Overview:
As a Mexico Payment user operations team member, you will be responsible for growing the digital wallet and scenarios in Mexico.

You collaborate closely with cross-functional teams to develop, test, prioritize, and execute compelling growth strategies based on users' needs.

You will support Mexico's fintech business across Operations, Product, and Support by analyzing data, identifying improvements, and helping to optimize the user growth strategy.

You’ll play a key role in turning insights into actions that drive operational excellence.

Mexico Payment, with payment brand DiDi Pay and digital wallet brand, is uniquely well-positioned based on DiDi’s leading position in the ride-hailing and food delivery business in Mexico, and we aim to build a super app as the digital infrastructure for our future society.

Role Responsibilities:
As the Manager based in Mexico, you will oversee end-to-end operational excellence for our financial product, focusing on system coordination, optimization, and user-centric improvements.
- User-Centric Product Improvement: Act as a power user of our financial product to simulate real-world scenarios and identify critical usability issues, and engage with stakeholders to prioritize and co-develop solutions, ensuring alignment with business goals and regulatory requirements;
- Customer Service Issue Resolution & Process Optimization: Proactively identify recurring pain points in customer service interactions through ticket analysis, user feedback, and frontline team input and develop actionable solutions to address root causes which could be implemented after collaboration with related teams;
- System Coordination & Execution: In responsible area, finalize target designs and from data monitoring analysis, identify gaps and solutions to mitigate them, and track whether meet expectation from data or impact evaluation;
Role Qualifications:

- 5+ years industry experience, especially Operation or Project manager of financial area or Internet industry, from Fifinancial institution, or consultant from financial area;
- Ability to work well with a diverse international team and cross-department cooperation, with strong communication and collaboration skills
- Strong analytical and problem-solving skills
- Fluent in English;
- even better- if experience working in fast-paced internet startup,
- if experience working with international partners in different time zones and culture;

EEO Statement:

- We 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.**

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.

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