Experience Management 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

You will lead the team responsible for the experience consistency of DiDi Premier, our flagship high-end product designed to redefine urban mobility through a better and reliable experience. Our mission is to curate a seamless ecosystem where every touchpoint—for both passengers and drivers—reflects a premium standard.

We are looking for an experienced operator and people leader to own the experience control system for DiDi Premier. You will define and evolve the standards that govern what Premier means in practice, run the audit programs that make compliance signals trustworthy, and own the enforcement architecture that keeps Premier's experience floor non-negotiable.

This is a player-coach role. You will lead and develop a team of analysts while staying close enough to operations to make sound calls on audit design, enforcement edge cases, and market expansion readiness. You will partner across the organization—operations, customer experience, supply, demand, and product—to ensure compliance signals translate into clear, trusted, well-applied processes across the business.

Role Responsibilities

Own the Experience Control System: You will own the end-to-end Premier compliance architecture — the service standards governing category access, driver presentation, vehicle appearance, cancellation behavior, and service execution; the mystery shopper program that audits compliance across in-trip and out-of-trip channels; and the enforcement architecture that turns audit signals into consequences (warnings, retraining gates, suspensions, category removal, and the requalification path). You will calibrate enforcement to be firm but fair, with documented due process appropriate to each market's labor context, and revise standards based on audit outcomes, passenger feedback, and partner inputs.

Build the Cross-Functional Operating Model: You will design and operate the system through which Experience Management connects to the rest of the business — standardized weekly compliance outputs, agent-facing materials that explain enforcement decisions clearly, structured stakeholder communication cadence, and clear intake processes for cross-functional requests. Internal stakeholder satisfaction is a measurable outcome you own.

Validate Outcomes, Not Just Activity: You will close the loop between compliance metrics and real outcomes — passenger ratings, partner satisfaction, driver sentiment, and retention. When compliance improves but ratings don't, you will revise standards rather than double down on enforcement.

Lead Market Expansion Readiness: You will lead the Experience Management contribution to Premier launches in new markets — adapting standards to local context, deploying mystery shopper infrastructure, certifying local agent teams, and ensuring audit coverage thresholds are met before each market's launch date. You will travel to set up quality infrastructure on the ground.

Lead the Team and Operate with Discipline: You will manage a team of analysts across compliance and audit, driver sentiment and communications, and process governance. You will define clear scope per role, hold a weekly cadence, develop bench depth, and build a team that operates without bottlenecking through you. You will set realistic deadlines and meet them, proactively flag delays before they affect downstream stakeholders, and resolve cross-functional friction directly.

Role Qualifications

The right background: 5+ years of experience in mobility, marketplace, premium hospitality, aviation, or franchise operations, with at least 2 years of people management. You have run audit programs, mystery shopper operations, BQA-style quality systems, or equivalent enforcement functions in a high-volume operational context. Strong working proficiency in SQL or Python — you can interrogate audit and compliance data directly, design metrics that survive scrutiny, and partner credibly with data teams on signal design.

A systems mind for compliance: You think about quality control as architecture — standards, audit, enforcement, recovery, feedback loops — not as a series of one-off audits. You can articulate why compliance systems fail at scale and how to design around those failure modes. You believe that "good enough" is the enemy of "premium," and you build systems that protect that distinction at scale.

Strong people and cross-functional leadership: You scale through your team — delegating ownership rather than tasks, holding a weekly cadence, giving direct feedback, and building people who can operate without you. You believe stakeholder communication is real work, not overhead. You set clear expectations, flag risks early, and treat front-office enablement as part of the job. You're comfortable in environments where your function generates productive friction with other teams.

A bias for action in the field: You don't wait for a roadmap; you build one. You navigate ambiguity, identify the right people to influence, and drive workstreams to completion. You move fluidly between desk-based system design and on-the-ground operational work — visiting partners, observing audits in person, and traveling to support new market launches.

Cultural fluency across LATAM: You operate naturally across Mexico and the broader region, and can adapt operating models to local context without losing brand consistency. Spanish and English fluency required.

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.

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