.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.Team Overview:The CX Ops Manager is responsible of defininng the CX strategy for the Paymens business line, ensuring the achievement of strategic goals and optimizing resource allocation.In this position, the CX Ops Manager will be in charge of mapping current and future processes, implement deep dive analysis to uncover areas of improvement and design the service delivery strategy to ensure a great experience to our users, while creating internal efficiencies to maximize value generation to the business.Additionally, this possition will be supporting the definition and execution of strategic initiatives to build the best-in-class experience in coordination with teams in China and LATAM.Role Responsibilities:- Design and implement process/product improvements- Deep dive analysis to generate actionable insights to provide a seamless user experience- Define the governance with internal/external stakeholders and efficiently coordinate cross-team cooperation- Optimize resource allocation to implement strategic initiatives- Capable of coordinating projects independently to achieve the OKRs- Support on the launch of new products and regionsRole Qualifications:- Bachelor's degree in engineering, business administration or similar- Min 5 years of relevant work experience in consulting, operations, customer experience or related area (preferred background in financial services)- Experience mananging multiple stakeholders- Proficiency in Excel and Google Suites required- Proficiency in English required- Comfort working with teams in different time zones- Knowledge in SQL (nice to have)- Must be able to work with mínimal supervision, be self-starter and prioritize own work to meet deadlines with a hands-on mentalityEEO Statement:**You'll love working at DiDi because**- 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