About The Company 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 transportation, environmental, and employment challenges using AI technology and smart transportation innovations. DiDi aims to create better life experiences and social value by building a safe, inclusive, and sustainable transportation ecosystem for future cities. For more information, visit: www.didiglobal.com/news About The Team/Role As the Service Strategy & CX Operations Manager, you will oversee the design, alignment, and optimization of customer experience (CX) strategies and service flows. Your role involves benchmarking and implementing best practices across diverse markets, business lines, and cultures to drive continuous improvement. You will lead initiatives to enhance the end-to-end customer experience, ensuring consistency and excellence across all touchpoints. Key Responsibilities - Process Optimization & Continuous Improvement: Analyze current and future business processes, collaborate with global teams to identify and drive improvements, standardize processes based on industry best practices, and foster a culture of learning and innovation. - Strategic Execution & Organizational Alignment: Identify and mitigate organizational barriers, lead strategic projects, define standards, playbooks, and scalable frameworks. - Data-Driven CX Enhancement: Monitor and analyze CX KPIs, extract insights to prioritize improvements, conduct benchmarking to evaluate products and services, and identify key areas for enhancement. - Stakeholder Engagement & Leadership: Manage a high-performance team, optimize efficiency, facilitate focus groups with customer service representatives to assess process effectiveness. Qualifications - Mandatory: Fluent in English. - Experience: - >5 years in management consulting, operations, customer service, or business development. - Preferred: Background in Internet & Consulting industries with customer service experience. - Leadership experience in cross-functional projects (≥3 years). - Proven managerial skills and expertise in continuous improvement methodologies (Black/Green Belt certification preferred). Work Style & Skills - Self-starter, able to work independently, multitask, and prioritize effectively. - Customer-centric mindset with a hands-on approach. - Creative problem-solving skills. - Excellent communication skills, both written and spoken. - Experience in process creation and optimization. - Ability to analyze data and translate insights into actions. - Detail-oriented with curiosity about business operations. - Strong analytical and leadership skills. - Strategic thinker with tactical execution ability. - Proficiency in Excel or similar data tools. Why Work at DiDi? We create user value by innovating safe, pleasant, and efficient experiences. We are data-driven, making informed decisions through metrics. We believe in win-win collaboration, integrity, continuous growth, and diversity and inclusion. We are committed to building inclusive, diverse teams and workplaces free from discrimination and harassment. #J-18808-Ljbffr