Operations Manager - Fintech...

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 :

As a Mexico Payment user operations team member, you will be responsible for growing the digital wallet and scenarios in Mexico.

You collaborate closely with cross-functional teams to develop, test, prioritize, and execute compelling growth strategies based on users' needs.

You will support Mexico's fintech business across Operations, Product, and Support by analyzing data, identifying improvements, and helping to optimize the user growth strategy.

You’ll play a key role in turning insights into actions that drive operational excellence.

Mexico Payment, with payment brand DiDi Pay and digital wallet brand, is uniquely well-positioned based on DiDi’s leading position in the ride-hailing and food delivery business in Mexico, and we aim to build a super app as the digital infrastructure for our future society.

Role Responsibilities :

As the Manager based in Mexico, you will oversee end-to-end operational excellence for our financial product, focusing on system coordination, optimization, and user-centric improvements.

• User-Centric Product Improvement : Act as a power user of our financial product to simulate real-world scenarios and identify critical usability issues, and engage with stakeholders to prioritize and co-develop solutions, ensuring alignment with business goals and regulatory requirements;
• Customer Service Issue Resolution & Process Optimization : Proactively identify recurring pain points in customer service interactions through ticket analysis, user feedback, and frontline team input and develop actionable solutions to address root causes which could be implemented after collaboration with related teams;
• System Coordination & Execution : In responsible area, finalize target designs and from data monitoring analysis, identify gaps and solutions to mitigate them, and track whether meet expectation from data or impact evaluation;

Role Qualifications :

EEO Statement :

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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