Experience Management Manager
DiDi
About DiDi
DiDi Global is the world’s leading mobility platform. DiDi Premier is our flagship high-end product designed to redefine urban mobility through a reliable, white-glove, and luxury service experience for top-tier passengers.
About the Role
We are seeking an operational leader who bridges the gap between Luxury Hospitality Standards and Operational Excellence . As the Experience & Quality Operations Senior Manager , you will own the end-to-end Experience Control System for DiDi Premier. You will define brand standards, run mystery shopper audit programs, manage compliance enforcement architectures, and ensure that our VIP service quality floor remains non-negotiable across LATAM.
Key Responsibilities:
- Define Premier Brand Standards: Craft and evolve the operational guidelines governing driver presentation, vehicle aesthetics, white-glove service execution, and passenger touchpoints.
- Audit & Compliance Architecture: Own the mystery shopper programs and quality audits, converting signals into fair enforcement actions (retraining, category removal, suspensions).
- Data-Driven Quality Control: Analyze compliance data and metrics (via Excel, Dashboards, or SQL) to link audit outcomes to passenger CSAT and brand sentiment.
- Luxury Service Governance: Establish cross-functional alignment between Operations, Supply, and Customer Experience to guarantee consistent VIP standards during market expansions.
What We’re Looking For:
- Hospitality / VIP Background: 5+ years of experience in Luxury Hospitality, Premium Guest Experience, Aviation (First/Business Class), High-End Concierge Services, or Luxury Mobility.
- Quality Systems: Proven track record running audit programs, mystery shopper operations, or quality compliance frameworks.
- Analytical Skills: Strong ability to analyze data, build reports, and evaluate metrics using tools like Excel, Google Sheets, or SQL.
- People Leadership: At least 2 years directly managing teams or cross-functional operational programs.
- Languages: Full professional proficiency in English and Spanish.
Vacante publicada el 4 días atrás
Empleos similares que podrían interesarleBasado en la vacante Experience Management Manager en Ciudad de México
- ...governance, reorganisation and legal entity management engagements. Managing M&A matters,... ...Seven to ten years of corporate law experience. Experience gained in a recognised law... ...judgment. Preferred background Manage M&A and corporate reorganisation projects...SugeridoPráctica
Confidential Jobs
Ciudad de México13 horas atrás - ...local leadership and global stakeholders, managing everything from talent acquisition and... ...job boards, and industry networks. Manage seamless onboarding and offboarding procedures... ...to ensure an exceptional employee experience. 2. Labor Law Compliance & Employee...SugeridoTiempo completoVisa de trabajo
Confidential
Polanco, Miguel Hidalgo, D.F.13 horas atrás - ...efficient and effective risk and control management. We do this by providing operational... ...expectations Knowledge of Cyber controls, or experience working closely with control owners or... ...decisions under pressure Ability to manage multiple in-flight, multiple stakeholder...SugeridoTrabajar en la oficinaHorario flexible
HSBC
Ciudad de México1 día atrás - ...S&P Global Dow Jones Indices seeks an experienced Senior Index Manager to oversee equity indices, ensuring accurate calculation and methodology application. You will perform analysis, handle rebalances, and present findings to index committees, driving quality and investability...Sugerido
PVH (Tommy Hilfiger/Calvin Klein)
Ciudad de México1 día atrás - ...Sales Job Sub Function: Key Account Management – MedTech (No Commission) Job Category... ...Propósito: El Government Solutions Manager lidera la estrategia de desarrollo del... ...Requisitos: ~ Required and Preferred Experiences Profesional (+6 años) en áreas de Consultoria...SugeridoTurno de mañana
8304-JOHNSON & JOHNSON MEDICAL MEXICO. Legal Entity
Ciudad de México2 días atrás - ...and driven leader, with great energy, passion and initiative to manage a highly motivated Pre-Sales Solutions Architecture team.... ...our pre-sales and sales practices and by bringing the voice of experience. We are looking to speak to candidates who are based in Mexico...Trabajo híbrido
MongoDB
Ciudad de México1 día atrás - ...client, a highly respected U.S. university, is seeking a Senior Manager to lead their Latin America Office based in Mexico City. In... ...; Master’s degree in a relevant field strongly preferred. Experience: Six (6) years of experience in higher education admissions,...Tiempo completoContratoTrabajar en la oficina
Safeguard Global
Ciudad de México1 día atrás - ...Your mission We are looking for a Controllerhip Senior Manager to join our global team, you'll be responsible for overseeing... ...professional certification) preferred. 10+ years of progressive experience in accounting, controllership, or financial reporting....
Kavak.com
Cuauhtémoc, Ciudad de México2 días atrás - ...Walmart EBS Latam is seeking a Sr. Manager – Process Owner EAM (Fixed Assets & Leases) to join our Record to Report (R2R) team. This... ...fixed assets and leases. Requirements Minimum 8 years of experience in accounting, financial operations, or Record to Report...
Walmart Global Tech
Ciudad de México1 día atrás - ...Fraud Prevention Manager Role Purpose: Lead the banking strategy and chargeback management function within the eCommerce Fraud... ...Statistics, Engineering, or a related quantitative field. Experience ~5+ years of experience in analytics-driven risk management...
Walmart de México y Centroamérica
Ciudad de México3 días atrás - ...ensuring high‑quality delivery across supplier management, costing, and end‑to‑end program... ...awards for assigned Food PB project s.Manage day‑to‑day supplier relationships and communication... ..., or related f ield4+ years of experience in sourcing, procurement, or supply c...
Walmart
Ciudad de México2 días atrás - ...are looking for a proactive and detail-oriented Investigation Manager to join our team in Sao Paulo, Brazil. English and Spanish... ...information and data from various sources. Requirements: Work experience: 5+ years’ investigations or forensic or audit experiences....
Beijing Foreign Enterprise Management Consultants Co.,Ltd.
Ciudad de México2 días atrás $90,000 por año
...Customer Service Deputy Director with expertise in Operations Management, Process Improvement & innovation, Customer Experience Strategies Customer metrics to oversee our Call Center operation. This position manager will be dedicated to providing provide reliable,...ContratoTrabajar en la oficinaINVEX
Ciudad de México3 días atrás- ...We are looking for an experienced people leader to manage and scale our Implementation Coordination function. In this role, you will... ...to improve team flexibility, coverage, and consistent customer experience. Model strong customer empathy and accountability while maintaining...Trabajar en la oficina
Solera Corporation
Ciudad de México1 día atrás $90,000 por año
...methodologies, and scorecard frameworks aligned with customer experience and business objectives. Monitor service interactions across... ...) ~6+ years of experience in Contact Center Training management ~6+ years of experience in Quality Assurance Managemet ~ Strong...ContratoTrabajar en la oficinaINVEX
Naucalpan de Juárez, Méx.2 días atrás- ...Position Summary We are seeking a highly experienced Senior Key Account Manager to lead and grow our business with major retail accounts across Mexico. The ideal candidate must have extensive experience managing large-format retailers, driving commercial negotiations,...Trabajar en la oficina
Anker Innovations
Ciudad de México3 días atrás - ...Job Description - Manager, Human Capital Services (04DBN) Manager, Human Capital Services Your potential has a place here with TTEC’s award-winning employment experience. As a Manager, Human Capital Services working on site in Mexico City, you’ll be a part of bringing...Trabajar en la oficina
Percepta LLC
Ciudad de México1 día atrás - ...finalidad de brindar todos los elementos necesarios para la ejecución de la operación. Asegurar procesos administrativos de Customer Experience como entregables para los foros mensuales cumplan con la calidad correcta y sean entregados en tiempo y forma a los distintos...Trabajar en la oficina
HSBC
Ciudad de México3 días atrás - ...and capital, people and investments, and management consulting. Together with Marsh Risk,... ...staff ensuring development of skills and experience. *PLEASE SUBMIT CVs IN ENGLISH*... ...resolution Collaborate with Regional EA Manager and local office leadership on process enhancements...Trabajar en la oficinaDesde casaRemotoTrabajo híbridoHorario flexible1 día a la semana2 días a la semana3 días a la semana
Oliver Wyman
Ciudad de México2 días atrás - ...Executive Protection Security Officer to support Citi’s Executive Protection Framework. You will provide physical coverage for Principals, manage travel security, and coordinate with the Security team to safeguard Citi executives. The role requires advanced communication,...
Citi
Ciudad de México1 día atrás - ...innovations. DiDi strives to create better life experiences and greater social value, by building a... ..., efficiency, and performance management: Partnering with leaders to evolve organizational... ...thinker and problem solver, able to manage multiple projects and connect these...PrácticaHorario flexible
Didi
Ciudad de México1 día atrás - ...corporate environments, partnering with Infrastructure, Engineering, Compliance, and Product teams. The role requires 8+ years in cybersecurity with 3+ leading SOC or security engineering, strong AWS and SIEM expertise, and hands-on risk management. #J-18808-Ljbffr...Remoto
Medium
Ciudad de México2 días atrás - ...currently seeking an experienced and dynamic Regional Key Account Manager to lead our Mexico sales operations within the Business... ...position requires a professional with over 10 years of solid experience in international logistics and sales, complemented by at least...Contrato
CEVA Logistics
Ciudad de México4 días atrás - ...entrepreneurial leader to join us as our Service Operations Senior Manager . About the Role In this senior leadership role, you... ...translate corporate business goals into actionable Customer Experience and Customer Service plans, while regularly engaging with...Trabajo híbrido
DiDi
Ciudad de México3 días atrás - 1. Take full charge of the overall operation and management of after-sales service, technical support, spare parts supply and customer maintenance... ...and achieve service satisfaction and profit targets. 2. Build, manage and train local Mexican service teams and regional engineering...
Zoomlion
Ciudad de México13 horas atrás - ...facilitating communication between teams. The Chief of Staff will manage special cross-functional projects, help streamline decision-... ...Qualifications Strategic planning and execution skills, including experience supporting senior leadership in setting and tracking...Tiempo completo
omica.ai
Ciudad de México2 días atrás - ...part of WPP, is a leading creative company that combines brand experience, customer experience, and commerce, creating connected brands... ...Business Suite, X Ads, TikTok Creator Center, LinkedIn Campaign Manager) y sistemas de gestión de contenido (CMS) relevantes para la...PrácticaTrabajar en la oficinaTrabajo híbrido
VML
Ciudad de MéxicoHace un mes - ...a Office of General Counsel (OGC) - Disputes and Claims Management - Senior Manager, you will focus on analyzing disputes, developing resolution... ...Law or International business - At least 10 years of experience - Oral and written proficiency in English required (C1)...Trabajar en la oficina
PwC
Ciudad de México1 día atrás - ...Philip Morris International The selection process will be fully managed by Philip Morris International. -- # Manager Procurement... ...Management * Strong **people leadership** capabilities, with experience managing teams of experienced professionals. * Ability to...Tiempo completo
Philip Morris International
Ciudad de MéxicoHace un mes - ...an experienced professional to join our team in the role of Manager Cost Management Role purpose: Global Finance is... ..., work on multiple initiatives simultaneously. Knowledge & Experience Experience operating in a complex financial services organization...Horario flexible
HSBC Global Services Limited
Azcapotzalco, Ciudad de México21 días atrás
¿Desea recibir más vacantes?
Suscríbase y reciba vacantes similares a Experience Management Manager. ¡Sea el primero en aplicar!
Búsquedas relacionadas
- gerente distrito Ciudad de México
- gerente automatizacion Ciudad de México
- gestor notaria publica Ciudad de México
- gerente procesos Ciudad de México
- gerente cinepolis Ciudad de México
- gerente refacciones Ciudad de México
- gerente servicio automotriz Ciudad de México
- gerente banquetes Ciudad de México
- gerente legal Ciudad de México
- gerente marketing Ciudad de México