Service Operations Senior Manager (CX Strategy - Card

Puesto: Service Operations Senior Manager (CX Strategy - DiDi Card)
Location: Ciudad Nezahualcoyotl

About DiDi  DiDi Global is the world’s leading mobility and digital financial services technology platform. As we accelerate the growth of our financial ecosystem in Mexico, specifically through  DiDi Card  , we are seeking a strategic, visionary, and entrepreneurial leader to join us as our  Service Operations Senior Manager  .

In this senior leadership role, you will be the ultimate champion for a customer-centric culture within our Credit Card business. Serving as the vital link between local business units and the core CX team, you will translate corporate business goals into actionable Customer Experience and Customer Service plans, while regularly engaging with senior executives to influence long-term strategy.

Translate complex business goals into seamless Customer Service plans, defining, monitoring, and delivering high-impact area OKRs.
Senior Stakeholder Management:  Engage regularly with the company's executive leadership team, pitching data-driven proposals and aligning customer metrics with commercial success.
Cross-Functional Leadership:  Lead high-impact, multi-disciplinary, and cross-company projects to embed customer insights into DiDi’s product and operational roadmaps.
Foster a continuous-improvement mindset across supporting teams, ensuring top-tier service quality, performance tracking, and training.

Experience:

7+ years of experience in Customer Experience (CX) Strategy, Service Operations, or Customer Service Leadership—ideally within the  Credit Card, Fintech, Neobanking, or Financial Services  industries.
Leadership Grit:  Demonstrated success leading cross-functional projects and influencing senior, C-level stakeholders.
Business-level fluency in English (Advanced/C1 written and spoken) is an absolute must for global reporting.
Based in Mexico City with availability for our hybrid model.