Supply Operations Specialist — Delivery Experience & Standards

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.

For more information, please visit:

Team Overview

Join our dynamic and innovative Courier Labs team, a part of the SSL Delivery division within DiDi. Our mission is to drive groundbreaking projects centered around couriers and delivery services. We are a group of global last-mile industry experts, united by our passion for innovation and our drive to push boundaries. If you thrive in a fast-paced, entrepreneurial environment and are ready to tackle the impossible, this is the place for you.

Role Responsibilities

1. Diagnosing poor experience and finding opportunity (core)

• Map poor experience across every node of the delivery journey — order acceptance, arrival at store, pickup, in-transit, drop-off, exception handling — establishing where the problem occurs, who causes it, and how much it costs.
• Talk directly to merchants and users : visit stores, listen to user feedback, and dissect low ratings and complaint tickets to identify the critical scenarios driving poor experience — rather than inferring from metrics alone.
• Conduct rigorous analysis : turn scattered complaints into a quantified, scenario-segmented, frequency-ranked problem inventory, and judge which problems genuinely warrant investment.
• Deliver prioritization calls, articulating how experience problems transmit to M/S, complaint rate, and merchant retention.

2. Defining delivery experience standards

• Define delivery experience standards and behavioral requirements covering standard actions at every node — clear enough to be trained, assessed, and adjudicated.
• Build scenario-specific standards : rain, high-value orders, high-rise buildings, gated complexes, peak hours in dense commercial zones. Where a general standard cannot work, the scenario needs its own.
• Ground every standard in real feasibility: validate on the front line that couriers can actually meet it before rolling it out at scale.

3. Education and enforcement

• Build the training and education system for Vendors and couriers: materials, certification before going live, new-joiner onboarding, and case-based reviews — so couriers genuinely master the requirements rather than just sign off on a document.
• Define the accompanying rules and liability standards , making the consequences of meeting or missing the bar explicit, and transmit them through the two-layer platform -> Vendor -> courier structure.
• Work with Product to embed the productizable parts of the standards into the system (in-app prompts, process gates, fulfillment validation), ensuring consistency through tooling rather than headcount.

4. Tracking and iteration

• Establish experience metric monitoring to track what actually changes after a standard lands, distinguishing "the standard was wrong" from "the standard isn't followed."
• Verify execution quality through regular spot checks, field validation, and mystery shopping , and iterate both the standards and the training focus accordingly.

Role Qualifications

Must have

• 5+ years of experience in delivery experience, fulfillment operations, service standards, or a comparable field.
• Grounded front-line execution ability : willing to visit stations, run deliveries firsthand, and call on merchants on an ongoing basis — judgment built on real observation, with feasibility as the first test of any proposal.
• Strong user sensitivity : able to identify genuine pain points and spot improvement opportunities from front-line observation and user feedback, not just from dashboards.
• Solid data analysis capability : able to independently pull, break down, and attribute data, converting qualitative observation into quantitative conclusions; proficient with AI tools for productivity.
• English as a working language ; Spanish is required — the core responsibilities involve direct conversation with local merchants, users, and couriers.

Plus

• Experience defining service standards or codes of conduct from scratch.
• Experience building training systems or SOPs.
• Experience building tools together with Product teams.
• Background in customer service, experience operations, or NPS.

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.

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.