Customer Experience

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.

Team Overview:
The driver and courier center programs are key in DiDi’s customer experience strategy. Driver and courier center locations are in-person support and experience facilities that help users get onboarded, resolve outstanding issues, and get involved with DiDi’s brand and experience. As a program manager, you will lead the day-to-day operations of driver centers across the region. In this role, you will work to provide best-in-class customer support for new and existing customers. You'll lead a team that offers efficient and engaging interactions to DiDi’s customers. You will work to continually improve performance metrics and collaborate across the organization on projects to achieve overall business goals. You will lead the experimentation and innovation in the program.

Role Responsibilities:

- Defining the experience and operations strategy for the program
- Collaborate with Ops and DiDi's team to support the successful launch
- Oversees and improves Driver and Courier Center Operations
- Project manage real estate projects to build and maintain top facilities to service our users in-person
- Ensure healthy service, financial and experience metrics aligned with cross functional teams
- Participate on projects to support overall business goals
- Effectively manage a service team from across multiple cities, while ensuring key performance indicators are met and behavioural competencies are managed
- Track existing customers' further needs for the company products and gather customer feedback to better support company products.

Role Qualifications:

- Minimum 5 years’ experience field service area and 2 years manager or supervisor
- Position experience (especially for people management skill)
- Be self-motivated, have a strong sense of responsibility, Excellent time management skills and great ability to work under pressure to meet KPIs
- Bonus: Knowledge or experience within the Ridesharing industry
- Good communication, mentoring, and stand problem-solving abilities
- Have an analytical approach to problem-solving.
- Fluent English
- Ability to build credible business relationships with key stakeholders internally and externally
- Experience in a service/retail environment preferred

EEO Statement:
**You'll love working at DiDi because**
- 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.