Experience Management Manager

In this role, you'll be...

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.

We're eager to be in touch because you have...

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.

You'll love working at DiDi because...

We create user 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.

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.

Growth
We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.

Diversity and Inclusion
Diversity is one of our biggest strengths. Our differences are what make 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.