Company OverviewDiDi 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.
Team OverviewThe Senior Manager of Outbound Operations will oversee the strategy, execution, and optimization of outbound customer engagement efforts within the Customer Experience (CX) department.
This role focuses on acquiring new users, driving customer retention, and enhancing engagement through proactive communication.
The ideal candidate will have a strong background in outbound sales or customer engagement, data-driven decision-making, and team leadership within a fast-paced, customer-centric environment.
Role ResponsibilitiesDeveloping and implementing a comprehensive outbound operations strategy to meet business objectives, such as user acquisition, engagement, and retention.Collaborating with cross-functional teams (marketing, product, data analytics) to align outbound initiatives with organizational goals.Establishing measurable KPIs to track the effectiveness of outbound campaigns and ensuring continuous improvement.Managing and overseeing outsourced operations with Business Process Outsourcing (BPO) partners to ensure alignment with strategic goals and maintaining high-quality standards.Leading, mentoring, and developing a high-performing team of outbound specialists, including managers and frontline staff.Fostering a culture of accountability, innovation, and excellence within the team.Providing regular coaching and performance reviews to team members.Designing, executing, and overseeing outbound campaigns across multiple channels, such as email, phone, SMS, and social media.Ensuring all communications are personalized, compliant with regulations, and aligned with brand guidelines.Implementing and managing follow-up sequences to optimize customer responses.Leveraging CRM systems, sales engagement platforms, and data enrichment tools to enhance operational efficiency and campaign effectiveness.Collaborating with IT and analytics teams to ensure seamless integration and proper use of technology.Identifying and recommending new tools to support outbound operations.Using data analytics to segment customers, identify trends, and personalize outreach strategies.Monitoring and analyzing campaign performance, providing actionable insights and recommendations.Developing reports and dashboards to communicate results to senior leadership.Gathering and analyzing customer feedback to identify opportunities for improving outbound efforts.Working with the CX team to incorporate feedback into future strategies and initiatives.Role QualificationsMandatory fluent English and advanced Spanish.Bachelor's degree in Business Administration, Marketing, or a related field.
MBA is a plus.7+ years of experience in outbound operations, customer engagement, or sales management.Proven track record of leading teams and delivering measurable results in user acquisition and retention.Strong understanding of CRM systems (e.g., Salesforce, HubSpot) and sales engagement platforms (e.g., Outreach, Salesloft).Excellent analytical skills and the ability to use data to inform decisions.Exceptional communication, presentation, and interpersonal skills.Knowledge of compliance regulations related to outbound communication (e.g., GDPR, TCPA).EEO StatementWe 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.
I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms
#J-18808-Ljbffr