Job description

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.

For more information, please visit: www.didiglobal.com/news

As the on-site representative of DiDi’s Safety Response organization at the BPO delivery center, you will be responsible for overseeing daily operations, ensuring service quality, and driving execution excellence.

This role serves as a critical bridge between centralized strategy (Policy / SOP) and frontline execution (Agents), ensuring that safety-related cases are handled with high standards of quality, efficiency, and compliance, while continuously improving user experience.

• Oversee daily operations of the BPO safety response team, ensuring stable 24/7 service delivery

  
  

• Monitor key operational metrics (SLA, AHT, Resolution Rate, DSAT, etc.)

  
  

• Track staffing, scheduling, and capacity utilization, proactively identifying operational risks

  
  

• Ensure adherence to Safety Response SOPs and handling standards, especially for sensitive cases

  
  

• Conduct quality audits (QA), case reviews, and performance analysis

  
  

• Maintain consistency and compliance in handling high-risk scenarios (e.g., violence, harassment, robbery cases)

  
  

• Identify key drivers of DSAT and re-open cases, and lead root cause analysis

  
  

• Collaborate with product, policy, and training teams to improve processes and tools

  
  

• Track implementation of improvement initiatives and ensure effective closure of issues

  
  

• Support agent training and capability building (e.g., communication skills, judgment, risk identification)

  
  

• Drive effective rollout and adoption of new processes and policies

  
  

• Enhance agents’ ability to handle complex and sensitive safety cases

  
  

• Partner with central teams.

  
  

• Act as the on-site voice of operations, providing frontline insights and VOC feedback

  
  

• Support critical incident response and ensure timely communication and coordination

  
  

• 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.

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

• Bachelor’s degree or above

  
  

• 2–3 years of experience in operations, customer service, safety response, or contact center environments

  
  

• Prior experience in BPO or on-site operations management is must.

  
  

• Experience in Trust & Safety or safety-related operations

  
  

• Multilingual capability (English / Spanish / Chinese preferred)

  
  
• Relevant experience in ride-share industry or competitors is preferred