Cx Operations Director

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, such as 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 communities to solve the world's transportation, environmental and employment challenges through 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 future cities. Team Overview As a CX Operations Director, you will develop and execute customer experience (CX) strategies that align with business objectives and enhance customer satisfaction. This role requires a dynamic leader who can manage cross‑functional teams, drive continuous improvement, and lead strategic projects to elevate the customer experience across multiple countries. Role Responsibilities Lead CX Strategy: Create and implement CX strategies, design services and processes to support business needs and enhance internal efficiency and customer satisfaction. Act as Liaison: Serve as the liaison between local business units and the CX team, ensuring synergy between business strategies and customer experience goals. Drive Process Optimization: Standardize and improve customer experience processes based on best practices, and lead continuous improvement initiatives to improve both efficiency and experience metrics. Ensure Lessons Learned: Translate lessons learned into future success initiatives. Foster Voice of the Customer: Establish governance to capture and disseminate the “Voice of the Customer” across the organization. Monitor KPIs: Track and improve key performance indicators (KPIs) such as CSAT, NPS, and contact rate. Cross‑Functional Leadership: Lead cross‑company projects with diverse team members from different localities to embed the Voice of the Customer into DiDi. Collaborate with Senior Leaders: Work with senior leaders to understand and support their needs, ensuring high‑quality customer service. Team Management: Build, lead, and inspire a high‑performance team responsible for delivering exceptional customer service. Manage Teams: Oversee direct and indirect teams handling complex processes across multiple themes and functions. Reporting and Communication: Regularly report to senior leadership on progress, learnings, and strategic insights. Communicate Findings: Share findings and improvement areas with different business areas. Role Qualifications Experience: 8+ years of relevant experience in management consulting, operations, customer service, or business development, with at least 5 years leading teams or cross‑functional projects. Skills: Strong proficiency in continuous improvement methodologies, advanced communication skills, and the ability to lead teams in creating and executing solutions for the business, partners, and consumers. Technical Proficiency: Advanced skills in Excel or other data‑management tools. Data‑Driven: Demonstrated ability to use data to drive decisions and improvements. Leadership: Proven track record in managing high‑performance multifunctional teams. Stakeholder Engagement: Ability to collaborate, influence, and engage stakeholders from diverse backgrounds. Adaptability: Ability to work with remote teams across different time zones and foster a cohesive, innovative work culture. Flexibility: Capable of navigating between big‑picture strategy and detailed project or process implementation. Language: Fluency in English is mandatory. EEO Statement We are an Equal Opportunity Employer. Employment and advancement decisions are based on the qualifications and merits of each applicant alone. We do not discriminate based on gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable law wherever we operate. We are committed to building inclusive and diverse teams and maintaining a workplace that is free from discrimination and harassment. #J-18808-Ljbffr