CX Ops Manager

CX Ops Manager Job Locations: BR-SP-Sao Paulo ID: Category: Customer Experience Employee Class: Regular 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 Customer experience is fundamental to providing a great experience for the millions of people who use our services. Our team is BIG, collaborative, and full of people passionate about building exceptional journeys for our users. In this position, you will be a key player in structuring and governing our initiatives, and working with cross-functional teams to design, implement, and optimize processes that directly impact our CX operations. We are looking for a leader capable of managing and developing their team, with strong skills in project management, process mapping, and implementing governance structures, passionate about organization, efficiency, people development, and transforming the customer experience through an engaged team and well‑defined operations. Role Responsibilities Leading, inspiring, and developing your team, setting clear goals, providing continuous feedback, managing team performance, ensuring results delivery, and fostering a collaborative, high‑performance environment. Leading the planning, execution, and monitoring of strategic Customer Experience projects, ensuring alignment with the area's objectives. Mapping, designing, documenting, and optimizing internal Customer Service processes, identifying bottlenecks and improvement opportunities focusing on clarity, efficiency, and scalability. Developing and implementing governance frameworks for initiatives and processes, defining roles, responsibilities, success metrics (KPIs), and follow‑up routines. Actively collaborating with leaders and teams from different countries and businesses to ensure the integration and alignment of the area's processes and projects. Managing the CX project portfolio, prioritizing initiatives based on impact and feasibility, and communicating status and results to stakeholders. Defining and monitoring performance indicators for the processes and projects under your responsibility, using data to support decisions and demonstrate the impact of actions. Promoting a culture of organization and continuous improvement within the area, encouraging standardization and the adoption of best practices in process and project management. Analyzing operational data and customer feedback to identify needs and opportunities that can be addressed through new projects or process redesign. Managing risks and solving complex problems related to project execution and the performance of CX processes. Ensuring that all initiatives are aligned with the long‑term strategic vision of the Customer Experience area and the company. Role Qualifications Fluent in English, with excellent verbal and written communication skills. Proven 5+ years of experience in areas such as Customer Experience, Operations, Project Management, or Process Consulting, preferably in technology companies or with digital operations. Solid experience in project management methodologies (such as PMP, Prince2, Agile/Scrum - certification is a plus) and related tools (e.g., Jira, Asana, Trello). Deep knowledge and practical experience in process mapping, design, and optimization (e.g., BPMN, Lean, Six Sigma) and use of diagramming tools (e.g., Visio, Lucidchart, Miro). Proven ability to establish and manage project and process governance structures. Strong analytical and complex problem‑solving skills, with the ability to translate data and business needs into clear and executable action plans. Excellent communication, negotiation, and collaboration skills, with the ability to inspire, influence, and engage stakeholders and team members at all levels. Proactive, organized profile, with autonomy to manage multiple priorities, meet deadlines, and a hands‑on mentality. Customer‑centric mindset and passion for creating efficient and scalable solutions that improve the user experience. Advanced knowledge of Excel or other data analysis and management tools. 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 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. 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