Customer Success Sr Analyst

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    "datePosted": "2026-05-13T04:00:00.000Z",
    "description": "<h2>Company Overview</h2>\n<p>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.</p>\n<p> </p>\n<p>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.</p>\n<p> </p>\n<p>For more information, please visit: www.didiglobal.com/news</p>#LI-Hybrid\n<h2>Team Overview</h2>\n<p>As a <strong>Senior CS Operations Analyst (Team Lead)</strong>, you will drive operational excellence by leading a high-performing team of 8 to 15 agents. Your mission is to bridge the gap between people management and data-driven strategy. Beyond overseeing daily productivity and utilization, you will execute end-to-end analyses—from complex data modeling to large-scale experimentation—delivering actionable insights that directly optimize our contact rates and global KPIs. We are looking for a hybrid leader who can automate processes today to scale our operations tomorrow.</p>\n<h2>Role Responsibilities</h2>\n<ul> \n <li><strong>Owning your Area’s Analytics:</strong> You will translate the specific goals of your assigned project or area into clear metrics and daily targets for your team.</li> \n <li><strong>Building & Updating Reports:</strong> You will be responsible for creating and maintaining the KPI monitors and Weekly Business Review (WBR) decks specifically for your project’s performance.</li> \n <li><strong>Ensuring Data Accuracy:</strong> You will monitor the data quality of your area, building reliable data models to diagnose what is driving your team's results.</li> \n <li><strong>Forecasting for your Project:</strong> You will help predict contact volumes, response rates, and productivity benchmarks specifically for the scope of your assigned area.</li> \n <li><strong>Communicating Progress:</strong> You will provide clear updates on your project’s status to stakeholders, explaining insights and suggesting the next steps based on the data.</li> \n</ul>\n<h2>Role Qualifications</h2>\n<p> </p> \n<ul> \n <li><strong>Team Leadership:</strong> 2+ years leading or mentoring small teams (8-15 people) in Ops or CS.</li> \n <li><strong>Technical Skills:</strong> Strong <strong>SQL</strong> and/or <strong>Python</strong>.</li> \n <li><strong>Data Handling:</strong> Mastery of <strong>Google Sheets/Excel</strong> and structured slide-making.</li> \n <li><strong>Problem Solving:</strong> Analytical mindset to diagnose and fix operational gaps.</li> \n <li><strong>Background:</strong> Fluency in <strong>Spanish & English</strong>. (Must)</li> \n</ul> \n<p>\"En línea con nuestra política de diversidad, equidad e inclusión y en cumplimiento de la normativa laboral vigente, esta vacante promueve la postulación de personas con discapacidad debidamente certificada. Todas las candidaturas serán evaluadas con base en criterios objetivos de experiencia, formación y competencias requeridas para el cargo\"</p>\n<h2>EEO Statement</h2>\n<p> </p>\n<ul>\n <li>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. </li>\n <li>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. </li>\n <li>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. </li>\n <li>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. </li>\n <li>We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow. </li>\n <li>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.</li>\n</ul>\n<p><strong>We are committed to building inclusive and diverse teams.</strong></p>\n<p> </p>\n<p>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.</p>\n<p> </p>\n<p>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.</p>\n<p> </p>\n<p>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.</p>\n<p> </p>\n<p> </p>\n<p><em><strong>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</strong></em></p>\n<p> </p>",
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