Passenger Operations 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.

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Team Overview

From day one, you'll be part of a collaborative, global culture where your work directly influences DiDi’s strategy and growth.

As a key member of the Passenger Operations Team, you’ll have the unique opportunity to enhance the passenger experience across all Spanish-speaking Latin American (SSL) countries. In this role, you will lead the design and implementation of our communications strategy and drive passenger segmentation efforts to unlock growth opportunities.

Role Responsibilities

• Design and create our Comms (Pop Up, SMS, WhatsApp, etc.) Governance Framework, working closely with cross-functional teams to ensure consistent and effective communication strategies.

• Lead passenger segmentation efforts, identifying key use cases and opportunities for growth by collaborating with Data Science (DS) and Business Intelligence (BI) teams. 

• Collaborate closely with the Product, Marketing, CX, Marketplace, BI, and DS teams to strengthen the value proposition for our users and execute data-driven initiatives.

• Develop, coordinate, and evaluate key strategies aimed at enhancing our perception of Value for Money

• Leverage data analytics to extract insights, using Excel, SQL, and Python for data processing, analysis, and reporting.

Role Qualifications

Required:

• Educational Background: Data science, engineering, economics, or other analytically-focused academic background. All backgrounds are welcome if you see yourself as suitable in a highly analytic environment.

• 4+ years of experience in strategy, analytics, consulting, investment banking, or operations management

• Expertise in data analysis, including strong Excel skills and knowledge of SQL.

• Fluency in English and Spanish, with strong communication skills for both technical and business audiences.

• Strong ownership mentality, proactive mindset, and problem-solving skills in ambiguous environments.

• Previous professional experience in analytical or operational roles is preferred

• Curiosity and willingness to learn

Preferred:

• Experience in high-growth tech industries

• Proficiency in Python, Power BI, Tableau, or other analytics tools

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 https://careers.didiglobal.com/terms