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, 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: #LI-Hybrid Team Overview As a CX Operations Director, you will be responsible for developing and executing 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 to support business needs, design processes to enhance internal efficiency and customer satisfaction. Act 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 drive both efficiency and experience metrics . Ensure that lessons learned are implemented to drive future success. Foster Voice of the Customer: Establish governance to capture and disseminate the "Voice of the Customer" across the organization. Monitor and improve key performance indicators (KPIs) including CSAT, NPS, contact rate, among others. Exercise Cross-Functional Leadership: Lead cross-company projects with diverse team members from different localities to bring the Voice of the Customer into DiDi. Collaborate 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 direct and indirect teams that handle complex processes across multiple themes and functions. Reporting and Communication: Regularly report to senior leadership on progress, learnings, and strategic insights. Communicate findings and areas for improvement to 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 experience with 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. Demonstrated ability to use data to drive decisions and improvements. Leadership: Proven track record in managing high-performance multifunctional teams. 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 and innovative work culture. Flexibility: You are capable of navigating and getting involved in the big picture strategy to the details of a project or a process being implemented. Language: Fluency in English is mandatory 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. At DiDi, we believe that our differences are our biggest source of strength. That‘s why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer. Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate. 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. I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on #J-18808-Ljbffr