Passenger Platform Sr. Manager

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 seeking a Senior Manager for Passenger Platform to**lead the definition and execution of our passenger experience strategy. This role is responsible for ensuring that we are continuously **creating and delivering a compelling value proposition for our core customer segments**—both in the short and long term.

Unlike operations teams focused on day-to-day execution, this role **leads strategic projects and product initiatives aimed at elevating the overall passenger experience.** You will work closely with Product, Design, Engineering, Marketing, and other cross-functional partners to **identify user needs, prioritize solutions, and shape the roadmap that defines how we serve and retain our passengers.**

Role Responsibilities:

- **Define and evolve the passenger value proposition**:Continuously refine our understanding of passenger needs and translate that into a long-term product and experience vision
- **Lead strategic initiatives across the passenger journey**: Own and drive cross-functional projects that address experience gaps, improve satisfaction, and increase retention.
- **Shape the passenger product roadmap**: Act as a key partner to the Product team to ensure experience priorities are reflected in development plans.
- **Set and monitor key experience metrics**: Establish and track KPIs (e.g. NPS, retention, complaint drivers, funnel conversion) to evaluate impact and inform priorities.
- **Drive cross-functional alignment**:Ensure strong stakeholder alignment across Product, Marketing, Safety, and Customer Experience on key initiatives.
- **Lead and develop a high-performing team**: Manage and mentor team members responsible for strategic experience initiatives.

Role Qualifications:

- **7+ years of total professional experience**, ideally in roles involving product, customer experience, strategy, or platform operations in a tech-driven environment
- Demonstrated **success working with or within product teams**to deliver customer-facing features and improvements
- Strong **strategic thinking and ability to connect** user insights, data, and business goals into clear experience roadmaps
- **Proven leadership and team management experience**, including setting vision and guiding execution
- **Excellent stakeholder management and communication skills**, with experience aligning across multiple teams and seniority levels
- **Analytical mindset with comfort using data t**o drive prioritization and evaluate impact
- **Passion for customer experience** and user-centric design.

**Nice-to-Haves**:

- Experience with UX research, service design, or customer journey mapping
- Familiarity with growth, engagement, or retention strategies in consumer apps
- Exposure to cross-functional product development environments at scale

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 di