Passenger Ops and Product 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:
From day one, you'll be part of a collaborative, global culture where your work directly influences the company’s strategy and growth.

As a member of the Passenger Operations Team, you’ll have a unique opportunity to enhance the passenger experience across all Spanish-speaking Latin American (SSL) countries. In this role, you will design and implement long-term incentive strategies to boost passenger retention, expand market share, and engage high-value users. You’ll lead our Membership Program, develop strategic partnerships, and drive lifecycle initiatives to maximize loyalty and the lifetime value (LTV) of our most important user segments across the region.

Role Responsibilities:

- Lead passenger retention and loyalty strategies, focusing on membership programs and value-based incentives to enhance user engagement and retention.
- Develop long-term incentive programs tailored to high-value passenger segments, driving growth and profitability through data-driven decision-making.
- Collaborate closely with the Product, Marketing, CX, Marketplace, BI, and DS teams to strengthen the value proposition for high-value riders and execute data-driven initiatives.
- Analyze user behavior and market trends to refine and optimize strategies, strengthening DiDi’s competitive positioning.
- Establish strategic partnerships that support and enhance DiDi’s loyalty and retention efforts.

Role Qualifications:

- 4+ years of experience in strategy, analytics, consulting, investment banking, or operations management, with a strong focus on customer growth and retention.
- Expertise in data analysis, including strong Excel skills and knowledge of SQL.
- Proven ability to lead cross-functional projects, balancing execution speed with analytical rigor.
- Fluency in English and Spanish, with strong communication skills for both technical and business audiences.
- Strong ownership mentality, proactive mindset, and problem-solving skills in ambiguous environments.
- Experience in customer segmentation, incentive design, and data-driven marketing strategies.

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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