Customer Success Sr Manager

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.

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Team Overview:

This Customer Success Senior Manager will play a central role in steering our long-tail restaurant portfolios, leading regional teams and BPOs, and designing the commercial routines and processes that keep the operation disciplined, scalable, and predictable.

Deep familiarity with the food service and delivery-aggregator ecosystem is essential to succeed in this role.

Role Responsibilities:

• A leader of leaders, coaching managers and coordinators while setting a high bar for execution.
• The regional focal point for your territories, ensuring alignment across Sales, Ops, CRM, and Product.
• Accountable for the performance of your restaurant portfolio (retention, reactivation, order growth, GMV, cancellations).
• Accountable for the leadership and performance of your coordinators and account executives.
• Owner of dashboards, reviews, and actions within your portfolio (WBR/MBR/QBR; target setting; variance analysis; recovery plans).
• Architect of the operating rhythm (cadences, SOPs, playbooks, QA, and governance) to scale with consistency.
• Driver of restaurant health: activation, menu and catalog quality, availability/uptime, prep time, SLA adherence, pricing & promo.
• BPO owner: ramp, capacity planning, QA scorecards, incentive schemes, and continuous improvement.
• Lifecycle strategist for long-tail: segmentation, scaled communications (WhatsApp/Email/IVR), nudges, and education at scale.
• Incident commander for portfolio issues (cancellations, spikes, outages), with prevention plans and root-cause discipline.

Role Qualifications:

• A track record of performance turning portfolios around and sustaining results.
• Deep knowledge of the food/aggregators market and marketplace dynamics.
• A people-first, results-driven management style; you develop leaders who deliver.
• An analytical and outcomes-oriented mindset; you turn 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).
• Bonus: BPO/vendor management experience

• 10+ years in Customer Success and/or commercial roles, including team leadership.
• Bachelor's degree in Business Administration, Economics, Engineering, or related field.
• Fluent English.
• 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.

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.

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