Account Ops

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.

LI-Hybrid Team Overview:
We are looking for a high-impact Operational Leader to manage the **Account Operations & Onboarding** unit for **SSL.** With **6 direct reports and over 40 agents** under your supervision, you will oversee the entire restaurant lifecycle—from **validating documentation and allocating operational resources**, to providing maintenance support and driving self-service improvements. If you are passionate about **process automation, AI implementation, and operational speed**, this is the perfect role for you.

Role Responsibilities:
You will drive the efficiency and modernization of our partner ecosystem, focusing on strategic pillars:

- **High-Velocity Onboarding**: Oversee the end-to-end activation pipeline, ensuring strict quality assurance standards and data integrity to minimize **Time-to-Market** for thousands of new partners.
- **Hardware & Logistics Strategy**: Manage the complete lifecycle of operational assets and technology deployed to partners, optimizing procurement, distribution logistics, and maintenance costs with external vendors.
- **Content & Catalog Optimization**: Lead the strategy for massive-scale content quality (visuals, menus, and data accuracy), leveraging technology to ensure a premium user experience from Day 1.
- **Process Automation & AI**: Spearhead the digital transformation of manual workflows (such as partner education and support), utilizing **AI and automation tools** to create self-service ecosystems and scalable communication channels.
- **Complex Resolution & Stakeholder Management**: act as the operational escalation point for critical account issues, working cross-functionally with Product, Commercial, and CX teams to eliminate friction and improve partner autonomy.

Role Qualifications:

- **Senior Team Leadership**: Proven experience managing **large operational teams (40+ people)**, with a track record of developing Supervisors and high-performance cultures.
- **Operational Excellence**: Mandatory expertise in **Continuous Improvement** frameworks (Lean, Six Sigma, etc.) to streamline workflows and reduce waste.
- **Tech & Automation Mindset**: Strong interest or experience in implementing **AI/Tech solutions** to solve operational bottlenecks (e.g., automated ticketing, workflow optimization).
- **Strategic Problem Solving**: Ability to translate complex operational data into strategic decisions (SQL literacy is a plus).
- **Bilingual**: Professional fluency in **English and Spanish**.

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.**

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.

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