CX & Relationship Coordinator

DiDi Bogota, D.C., Capital District, Colombia CX & Relationship Coordinator DiDi is the world’s leading mobility technology platform offering app‑based services across various markets. About The Company 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, such as ride hailing, taxi hailing, chauffeur, hitch, shared mobility, auto solutions, food delivery, intra‑city freight and financial services. DiDi provides flexible work and income opportunities for car owners, drivers and delivery partners. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and communities to solve transportation, environmental and employment challenges through AI technology and localized smart transportation innovations. About The Team / Role Our Customer Experience area delivers a great experience to our customers. As a CX & Relationship Coordinator, you will work directly with the CX & Relationship Manager for the Spanish‑Speaking LATAM region, managing BPOs and improving the customer service experience across nine Latin American countries. In this role, you'll be… Responsible for day‑to‑day communication between DiDi and vendors (BPO) replicating our culture and values. Track KPIs from the Customer Experience operation and ensure everything meets high standards. Engage with all analysts, internal and external, making everyone's life easier every day. Generate insights, review, and continually improve processes and tools that directly impact our users. Create, develop and test experiences to pursue excellence. Validate all BPO reports (efficiency and cost). Interact with other areas and teams to anticipate friction points and position ourselves for the team's and users' benefit. Implement, execute follow‑ups and track results of incentive and recognition campaigns. You'll be… Bachelor’s degree (required). 3–4 years of experience in similar roles. Ability to analyze results and participate in decision‑making. Advanced / Fluent English. Advanced Excel level. Ability to interact and influence internal and external partners. Effective time and team management and organization skills. Excellent oral and written communication skills. Resilient, able to work in a dynamic, fast, highly motivated environment delivering memorable customer experience and supporting stakeholders. You'll love working at DiDi because… We create user value: always innovate safe, pleasant and efficient experiences. We are data‑driven and make decisions based on valuable metrics. Win‑win collaboration: success is a team sport, we communicate with candor and execute with excellence. Integrity is core to our business. Growth mindset: we learn from mistakes and help each other grow. Diversity and Inclusion: we respect differences and promote equal opportunities. Equal Opportunity Employment We are committed to building inclusive and diverse teams and a workplace 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. Employment and advancement decisions are based on the needs of the position and qualifications of the candidate. We do not discriminate based on gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion or any other status protected by applicable laws wherever we operate. Seniority level Mid‑Senior level Employment type Full‑time Job function Other Industries Software Development #J-18808-Ljbffr