Community Agent Operations Lead
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Job Summary
DiDi Global Inc. is the worlds 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 worlds 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: Overview The CX Community Sr Analyst will be responsible for managing agents to execute a program aimed at improving the Early Life Cycle experience for drivers specifically in SSL (Spanish Speaking Latin America). This role involves understanding the customer journey ensuring continuous improvement and being capable of iterating on agent deliverables to maximize impact. The primary responsibilities of this position include the following: Guide and assist an agent team in executing onboarding and engagement initiatives for new drivers. Formulate assess and refine training content and operational deliverables to boost driver satisfaction and activation rates. Evaluate operational statistics and user feedback to uncover optimization areas and enhance content and agent performance. Capture and deploy localized best practices across different markets to guarantee operational consistency. Partner with cross-functional divisions (including Ops Product and Marketing) to champion a seamless driver-focused journey. Identify prospective execution risks early draft mitigation frameworks and proactively manage unexpected issues. Act as a dedicated champion for our customers across internal and external environments. In this role as a Sr. Analyst you will be responsible for steering the strategic vision and overseeing the daily operations of community services throughout the region. The position currently spans more than three countries with plans for future expansion into additional cities and nations. Your day-to-day leadership will involve guiding a talented team focused on supporting program captains and experts to achieve excellence and drive impactful business outcomes. Over 3 years of professional background in innovation service development or project execution ideally within a service-oriented field. A Bachelors degree or higher; holding a Masters in Process Management or Project Management is an asset. Prior experience operating within highly analytical roles customer support strategy or consultancy in high-volume rapid environments. Strong written and verbal communication skills in English to handle daily cross-border and cross-cultural collaborations. Exceptional critical thinking and analytical capabilities. Proven familiarity with diverse project management frameworks including scrum agile waterfall and lean practices. Customer-centric mindset with the capability to architect innovative resolutions for multi-layered issues. Demonstrated capability to direct and inspire cross-functional teams fostering alignment and shared engagement. Ability to manage independent priorities multitask effectively and deliver results with minimal oversight. We are committed to building inclusive and diverse teams. At DiDi we believe that our differences are our biggest source of strength. Thats 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 thats how we create better products and services make better decisions and better serve the communities were a part of. I acknowledge that prior to submitting this application I have read and accepted the Privacy Notice for Candidates which is available on Experience: Manager
