Customer Success Sr 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

This Customer Success Senior Manager will play a central role in leading our Farming + Onboarding operation for long-tail restaurant portfolios, driving execution across regions and BPOs while strengthening the routines, governance, and processes required to scale with consistency.

This is a results-driven leadership role for someone who can build structure where needed, improve what is not working, and adapt quickly as business conditions evolve. You will be responsible for translating business priorities into strong day-to-day execution, keeping the operation disciplined, scalable, and predictable, while maintaining team focus and motivation through change and pressure.

Deep familiarity with the food service and delivery-aggregator ecosystem is essential to succeed in this role.

Role Responsibilities

 

• A leader of leaders, coaching managers and coordinators while setting a high bar for execution, accountability, and people development.
• The senior leader for Farming + Onboarding across your territories, ensuring strong execution and alignment with broader commercial priorities.
• Accountable for the performance of your restaurant portfolio across onboarding, retention, reactivation, order growth, GMV, cancellations, and overall merchant health.
• The owner of dashboards, reviews, and action plans within your scope, including WBRs, MBRs, QBRs, target setting, variance analysis, and recovery plans.
• The architect of the operating rhythm for Farming + Onboarding, including cadences, SOPs, playbooks, QA, and governance, to scale with consistency.
• The owner of BPO performance within your scope, including ramp-up, capacity planning, QA scorecards, incentive schemes, and continuous improvement.
• A lifecycle leader for the long-tail base, defining segmentation and scaled motions across channels such as WhatsApp, email, and IVR.
• A change leader, able to adjust routines, coverage models, and team priorities as business needs evolve.
• A team motivator, maintaining focus and energy through ambiguity, operational pressure, and constant iteration.
• A practical user of AI and automation to improve prioritization, productivity, QA, coaching, reporting, and workflow efficiency.

Role Qualifications

• A strong track record of improving portfolio performance and sustaining results in demanding commercial, customer, or operational environments.
• Deep knowledge of the food delivery, restaurant, or marketplace ecosystem.
• Proven ability to build teams, processes, and management routines from the ground up.
• Resilience and adaptability in fast-changing environments, with the ability to pivot without losing execution discipline.
• Strong people leadership, with the ability to motivate teams through uncertainty, pressure, and change.
• Strong stakeholder management skills, with the ability to influence and align senior leaders and cross-functional partners in complex, matrixed environments.
• Proven ability to work effectively with multicultural stakeholders across regions, navigating different contexts, communication styles, and business realities.
• High coachability and strong partnership with leadership; able to absorb feedback, align quickly, challenge constructively, and convert direction into execution.
• The ability to translate complex business topics into clear priorities, practical actions, and simple operating mechanisms for teams.
• A thoughtful leader who thinks AI first and is able to lead in a constantly changing environment

Qualifications

• 10+ years in Customer Success, Account Management, Operations, or commercial roles, including team leadership.
• Bachelor’s degree in Business Administration, Economics, Engineering, or a related field.
• Fluent English.
• Demonstrated experience managing coordinators, scaled operations, and cross-functional initiatives.
• Willingness to travel to key regions as needed.

Competencies

• Strong verbal and written communication in English and Portuguese.
• Proven ability to manage multiple direct reports and priorities with clear expectations and follow-through.
• Strong stakeholder management across matrixed and multicultural environments.
• High coachability and strong leadership partnership.
• Ability to simplify complex topics into clear directions and execution.
• Structured problem-solving and strong root-cause orientation.
• Coaching and performance management should include clear standards and consequences.
• AI fluency applied to commercial operations and scaled portfolio management.
• Resilience, adaptability, and a builder mindset.

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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