Senior Restaurant Portfolio Strategist

DiDi is a mobility technology platform that offers various services across markets in Asia-Pacific, Latin America, and Africa. Its range of app-based services includes 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.

The platform provides car owners, drivers, and delivery partners with flexible work and income opportunities. It aims to collaborate with policymakers, the taxi industry, the automobile industry, and communities to solve transportation, environmental, and employment challenges using AI technology and localized smart transportation innovations.

This Customer Success Senior Manager will play a central role in steering long-tail restaurant portfolios, leading regional teams and business process outsourcing (BPO) operations, and designing commercial routines and processes to maintain disciplined, scalable, and predictable operations. In-depth knowledge of the food service and delivery-aggregator ecosystem is essential for success in this position.

• A leader of leaders, coaching managers and coordinators while setting high standards for execution.
• The regional focal point for your territories, ensuring alignment across sales, operations, customer relationship management (CRM), and product.
• Accountable for the performance of your restaurant portfolio (retention, reactivation, order growth, gross merchandise value, cancellations).
• Accountable for the leadership and performance of your coordinators and account executives.
• Owner of dashboards, reviews, and actions within your portfolio (weekly business review/monthly business review/quarterly business review; target setting; variance analysis; recovery plans).
• Architect of the operating rhythm (cadences, standard operating procedures, playbooks, quality assurance, and governance) to scale with consistency.
• Driver of restaurant health: activation, menu and catalog quality, availability/uptime, preparation time, service-level agreement adherence, pricing & promotion.
• BPO owner: ramp-up, capacity planning, quality scorecards, incentive schemes, and continuous improvement.
• Lifecycle strategist for long-tail: segmentation, scaled communications (WhatsApp/email/interactive voice response), nudges, and education at scale.
• Incident commander for portfolio issues (cancellations, spikes, outages), with prevention plans and root-cause discipline.

• A track record of turning portfolios around and sustaining results.
• Deep knowledge of the food/aggregators market and marketplace dynamics.
• A people-first, results-driven management style; developing leaders who deliver.
• An analytical and outcomes-oriented mindset; turning insight into action.
• The ability to collaborate across diverse stakeholders and functions.
• Strong organization and attention to detail, with operational rigor.
• Proactivity and the ability to anticipate operational needs before they surface.
• Hands-on experience building functions from the ground up (greenfield or heavy turnaround).

• 10+ years in Customer Success and/or commercial roles, including team leadership.
• Bachelor's degree in Business Administration, Economics, Engineering, or related field.
• Demonstrated experience managing coordinators, scaled operations, and cross-functional initiatives.
• Willingness to travel to key regions as needed.
• Excellent verbal and written communication in English and Portuguese.
• Proven ability to manage multiple direct reports and priorities with clear expectations and follow-through.
• Decisive and timely judgment in dynamic, high-stakes environments.
• Structured problem-solving and root-cause orientation.
• Stakeholder management and negotiation, balancing short-term needs and long-term health.
• Coaching and performance management, with clear standards and consequences.

We prioritize user value creation. Our focus is on delivering valuable experiences for users in everything we do, innovating new experiences that are safe, pleasant, and efficient.

We are data-driven. We make informed decisions by analyzing valuable metrics, better navigating the business landscape strategically.

Win-win collaboration is our philosophy. When we work to help our partners and colleagues succeed, everyone wins. We communicate with candor and execute with excellence in all we do.

We believe in integrity. Integrity is at the core of our business. We always want to do the right thing, speaking our minds and listening to each other.

Growth is a priority. We continually strive to improve, venturing beyond our comfort zones, learning from mistakes, and helping each other grow.

Diversity and inclusion are essential. Diversity is one of our greatest strengths. Our differences make us unique, and we respect each other, offering equal opportunities to everyone.