Supply Operations Specialist — Delivery Experience

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.

For more information, please visit: www.didiglobal.com/news

#LI-Hybrid

Join our dynamic and innovative Courier Labs team, a part of the SSL Delivery division within DiDi. Our mission is to drive groundbreaking projects centered around couriers and delivery services. We are a group of global last-mile industry experts, united by our passion for innovation and our drive to push boundaries. If you thrive in a fast-paced, entrepreneurial environment and are ready to tackle the impossible, this is the place for you.

• Map poor experience across every node of the delivery journey — order acceptance, arrival at store, pickup, in-transit, drop-off, exception handling — establishing where the problem occurs, who causes it, and how much it costs.
• Talk directly to merchants and users: visit stores, listen to user feedback, and dissect low ratings and complaint tickets to identify the critical scenarios driving poor experience — rather than inferring from metrics alone.
• Conduct rigorous analysis: turn scattered complaints into a quantified, scenario-segmented, frequency-ranked problem inventory, and judge which problems genuinely warrant investment.
• Deliver prioritization calls, articulating how experience problems transmit to M/S, complaint rate, and merchant retention.

• Define delivery experience standards and behavioral requirements covering standard actions at every node — clear enough to be trained, assessed, and adjudicated.
• Build scenario-specific standards: rain, high-value orders, high-rise buildings, gated complexes, peak hours in dense commercial zones. Where a general standard cannot work, the scenario needs its own.
• Ground every standard in real feasibility: validate on the front line that couriers can actually meet it before rolling it out at scale.

• Build the training and education system for Vendors and couriers: materials, certification before going live, new-joiner onboarding, and case-based reviews — so couriers genuinely master the requirements rather than just sign off on a document.
• Define the accompanying rules and liability standards, making the consequences of meeting or missing the bar explicit, and transmit them through the two-layer platform → Vendor → courier structure.
• Work with Product to embed the productizable parts of the standards into the system (in-app prompts, process gates, fulfillment validation), ensuring consistency through tooling rather than headcount.

• Establish experience metric monitoring to track what actually changes after a standard lands, distinguishing \"the standard was wrong\" from \"the standard wasn't followed.\"
• Verify execution quality through regular spot checks, field validation, and mystery shopping, and iterate both the standards and the training focus accordingly.

• Must have
• 5+ years of experience in delivery experience, fulfillment operations, service standards, or a comparable field.
• Grounded front-line execution ability: willing to visit stations, run deliveries firsthand, and call on merchants on an ongoing basis — judgment built on real observation, with feasibility as the first test of any proposal.
• Strong user sensitivity: able to identify genuine pain points and spot improvement opportunities from front-line observation and user feedback, not just from dashboards.
• Solid data analysis capability: able to independently pull, break down, and attribute data, converting qualitative observation into quantitative conclusions; proficient with AI tools for productivity.
• English as a wor