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. LI-Hybrid Team Overview: This position is part of our **CX Product Operations team**, where you will join a diverse, multinational group responsible for: a) enhancing automated solutions through intelligent channel strategies and continuous improvement; b) ensuring the best possible experience for users in our help center, thinking in the short term and long term vision. In this role, you will work closely with cross-functional teams and build strong relationships with key stakeholders. You will be expected to contribute to OKR performance tracking, lead product discovery, and analyze data to identify correlations and root causes. Additionally, you will propose solutions to optimize CX channel operations, improving performance and making them more actionable for internal stakeholders, while ensuring system configurations align with business needs. Role Responsibilities: - **Process Optimization**: Identify and implement improvements across the product and user journey. Collaborate closely with product managers and cross-functional teams to streamline workflows and boost efficiency. - **Continuous Improvement**: Analyze current operations, processes, and workflows through in-depth analysis, research, benchmarking, and in-app tests. Investigate data to uncover root causes of business issues, supporting the prioritization of solutions. Recommend enhancements to improve experience/efficiency and optimize the overall product development process. - **Data Analysis & Reporting**: Analyze product performance metrics and provide actionable insights to business and product teams. Design and maintain dashboards and reports that track KPIs and product success, driving informed action plans and improvement initiatives. - **Cross-Functional Support**: Support various departments to ensure smooth coordination and execution of product launches and releases. Address bottlenecks in the product development pipeline and actively engage in meetings, global squads, and workshops with senior stakeholders to offer valuable insights and aid in decision-making. - **Product Lifecycle Management**: Contribute to the creation and maintenance of product documentation, including release notes, feature descriptions, process guides, roadmaps, goals, and timelines. Ensure accurate system configuration and collaborate with UX writing teams on customer-facing solutions. - **Risk & Issue Management**: Identify and communicate potential risks or issues that may impact product success, and work proactively to mitigate them. - **Support Strategic Decision Making**: Collaborate with senior leadership to provide data-driven insights, enabling strategic decisions related to product portfolios, resource allocation, and priorities. Role Qualifications: - Bachelor degree in a quantitative discipline: engineering, economics, technology or related fields - +3 year of previous experience in product operations, user research, data analytics or business insights - Advanced skills in Microsoft or Google tools (Excel, PowerPoint, Google Slides, Google Spreadsheet) - Strong analytical skills with the ability to interpret data and generate actionable insights - Problem-solving abilities, with a focus on process optimization and workflow improvements - Proficiency in project management and agile methodologies - Excellent oral/written communication and interpersonal skills, with the ability to collaborate effectively across teams. - Ability to handle multiple projects simultaneously and prioritize tasks effectively. - Ability to maintain accuracy and high quality in all tasks while adhering to deadlines. - Resilient, able to work in a very dynamic, fast and highly motivated - Able to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environment. - Must be customer centric and has the ability to develop creative solutions to a variety of complex problems - Fluent Business English and Spanish It will be considered a plus: - Strong skills and knowledge in data visualization tools