CX Ops 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.

For more information, please visit: www.didiglobal.com/news

#LI-Hybrid Team Overview:

Seeking a proactive team member with Customer Experience and Continuous Improvement background to lead our CX Payments structure and support us in building a local bank in Brazil. This role is crucial for promoting a culture of continuous improvement within the fintech environment, acquiring and engaging our users, while solving our problems in-appand in customer service. Collaborator will define CX Payments strategy and execute, define and monitor performance metrics, collaborate with various departments, and ensure compliance with industry standards and regulations. By facilitating proactive problem-solving and solution-oriented thinking, this position aims be a key player within our CX Fintech

business unit.

Role Responsibilities:

· Lead a diverse team to develop and execute continuous improvement strategies in Payments business.·Plan and execute functional CX strategy to improve overall business.

Promote continuous improvement in the fintech environment and customer experience (CX).

Facilitate meaningful interactions with internal and external stakeholders to identify and address critical business points, fostering a proactive problem-solving culture and

solution-oriented thinking.

Ensure compliance with applicable regulations and quality standards, staying updated on industry best practices.

Role Qualifications:

7+ years in continuous Customer Experience, Product Management or related fields

Proficiency in Lean, Six Sigma, or other continuous improvement methodologies

3+ years in fintech, financial services, credit services as a plus

Bachelor's degree in Business Administration, Engineering, or related field, MBA as a plus

Strong leadership and stakeholder management

Strategic and structured thinking

Excellent communication and interpersonal skills

Analytical and problem-solving abilities

Experience with data analysis and performance metrics

Fluency in English is mandatory, Chinese as 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.

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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