User Operations Manager

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.

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The Regional Operations Team serves as the strategic brain behind local market performance, fully accountable for business outcomes in each region. We focus on understanding the dynamics of local merchants, realizing user growth, and coordinating delivery services to ensure seamless operations.

With a results-driven mindset and a strong emphasis on cross-functional collaboration, the team drives merchant growth and engagement, refines the user journey, and works closely with delivery partners to improve service quality.

At the same time, the team also drives user operations, focusing on acquisition, retention, and engagement through data insights, incentive design, and in-app campaign optimization, continuously enhancing user experience and loyalty.

We don't just operate — we manage and grow the local market with precision and purpose.

• Own user growth and MAU performance – Design and implement lifecycle-based segmentation strategies to drive user activation, retention, and reactivation across different cohorts.
• Design innovative campaigns and tools – Create and launch marketing activities tailored to various user segments, leveraging platform features and cross-functional capabilities to deliver measurable growth.
• Orchestrate cross-channel communication – Plan and execute user communication rhythms by integrating in-app messaging, push notifications, and off-platform channels to deliver the right content at the right time.
• Leverage data-driven insights – Continuously analyze user behavior, segment performance, and campaign ROI to refine operational strategies and identify new growth opportunities.
• Collaborate with internal and external stakeholders – Work closely with product, marketing, BD, and regional teams, as well as external partners, to ensure seamless execution of user centric initiatives. 
• Explore and localize new user operation models – Bring creative approaches and global best practices into the Latin American market, adapting them to local user behaviors and business contexts.
• Continuously innovate user experience – Identify frictions in the user journey and propose scalable solutions that improve satisfaction, loyalty, and platform stickiness.

• Bachelor's degree or above, with 5+ years of professional experience and at least 2+ years in internet strategy or user operations. O2O industry experience is a strong plus.
• Strong data literacy with the ability to translate insights into actionable strategies. Excellent logical thinking, problem-solving, and cross-functional collaboration skills.
• Fluent in English and Portuguese;
• Highly goal-oriented and self-driven, with the ability to thrive in a fast-paced, dynamic environment.
• Familiarity with Latin American markets and user behavior trends is preferred.
• Proven track record of designing and executing lifecycle strategies that improve user metrics (e.g., activation, retention, MAU).
• Experience with multi-channel communication and marketing automation tools is a plus.

• 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.

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