CX Product Ops Manager
Product, Operations
Mexico City, Mexico
CX Product Ops Manager
Mexico City - Mexico
Customer Experience RegularAbout the company
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-HybridAbout the team/role
In this role, you'll be...
- System configurations: Ensure accurate system configuration and collaborate with UX writing teams on customer-facing solutions.
- Identify opportunities to reduce customer effort and eliminate friction.
- Support usability testing and customer validation activities.
- Ensure customer-centric principles are embedded in product development.
- Process Optimization: Identify and implement improvements across the product and user journey. Collaborate closely with product managers and cross-functional teams to streamline workflows and boost efficiency.
- Continuous Improvement: Analyze current operations, processes, and workflows through in-depth analysis, research, benchmarking, and in-app tests. Investigate data to uncover root causes of business issues, supporting the prioritization of solutions. Recommend enhancements to improve team productivity and optimize the overall product development process.
- Data Analysis & Reporting: Analyze product performance metrics and provide actionable insights to business and product teams. Design and maintain dashboards and reports that track KPIs and product success, driving informed action plans and improvement initiatives.
- Cross-Functional Support: Support various departments to ensure smooth coordination and execution of product launches and releases. Address bottlenecks in the product development pipeline and actively engage in meetings, global squads, and workshops with senior stakeholders to offer valuable insights and aid in decision-making.
- Risk & Issue Management: Identify and communicate potential risks or issues that may impact product success, and work proactively to mitigate them. Support Strategic Decision Making: Collaborate with senior leadership to provide data-driven insights, enabling strategic decisions related to product portfolios, resource allocation, and priorities.
We're eager to be in touch because you have...
- Bachelor degree in a quantitative discipline: engineering, economics, technology or related fields 5+ year of previous experience inproduct operations and/or user experience /research, data analytics, business insights,
- 1+ Experience in Fintech sector is a PLUS Programming-related, databases and data processing knowledge and experience.
- Excel is mandatory. Advanced SQL and Phyton knoweldge is required.
- Strong analytical and problem-solving skills.
- Experience working with Product, Engineering, and Operations teams.
- Strong skills and knowledge in data visualization tools (such as Tableau, Power BI, DataStudio)
- is a plus General knowledge of user experience (UI, UX) Knowledge in experimental design (such as A/B experiments)
- Language Requirements: Fluent Business English and Spanish (mandatory); Business Mandarin (a plus).
- Additional Skills: Experience in CX operations (a plus).
You'll love working at DiDi because...
We create user 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.
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.
Growth
We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
Diversity and Inclusion
Diversity is one of our biggest strengths. Our differences are what make 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.