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 adaptable 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

As a Product Operations Senior Manager within our Customer Experience (CX) department, you will play a pivotal role in shaping the future of our customer service ecosystem. You will lead a team of product operations analysts responsible for designing, optimizing, and continuously improving solutions aimed at elevating customer satisfaction and automating our support channels. Your efforts will directly impact key business metrics, such as customer satisfaction and channel efficiency, and you’ll be part of a dynamic team that values collaboration, creativity, and continuous improvement.

Role Responsibilities

1. Solution Design and Optimization:

- Design and implement automated processes to empower users to self-solve their issues.
- Create informative and user-friendly content to guide customers through common challenges.
- Continuously analyze data and customer feedback to improve existing solutions.

2. Project management:

- Collaborate with cross-functional teams, including product managers, engineers and local operations to integrate customer-centric processes and solutions.
- Lead operational projects and initiatives,



ensuring smooth execution and alignment with company goals.

3. Stakeholder Management:

- Effectively manage and influence internal clients with varying needs and interests.
- Align stakeholders to ensure the successful implementation of projects and solutions.

4. Roadmap Development:

- Develop and maintain a strategic roadmap for internal tools, data tools and processes.
- Identify opportunities for leveraging artificial intelligence in our support channels to enhance customer interactions.

5. Leadership:

- Manage and lead a team of direct and/or indirect reports, fostering a culture of collaboration, innovation, and excellence.
- Mentor and develop team members, helping them grow both professionally and personally.
- Foster a hands-on, self-starter mentality within the team to drive continuous improvement.

Role Qualifications

- Bachelor's degree in a relevant field; MBA or advanced degree preferred.

- 3+ years of experience in Project management and/or Product management

- Strong analytical skills with the ability to structure complex problems.

- Excellent English communication skills (both written and oral).

- Self-starter with a hands-on approach to problem-solving.

- Proven ability to collaborate with cross-functional teams and manage multiple stakeholders effectively.

- Experience working with food/groceries delivery app is a plus;

- Location candidates can be based in: São Paulo(BR), Mexico City(MX) or Bogotá(COL).

Obs:This role requires flexibility in working hours to accommodate global teams.

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.

I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on

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📌 Product Operations Senior Manager - Customer Experience (CX) (Bogotá)
🏢 Didi Global
📍 Bogotá