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: Role Responsibilities: - Developing and implementing a comprehensive outbound operations strategy to meet business objectives, such as user acquisition, engagement, and retention. - Collaborating with cross-functional teams (marketing, product, data analytics) to align outbound initiatives with organizational goals. - Establishing measurable KPIs to track the effectiveness of outbound campaigns and ensuring continuous improvement. - Managing and overseeing outsourced operations with Business Process Outsourcing (BPO) partners to ensure alignment with strategic goals and maintaining high-quality standards. - Leading, mentoring, and developing a high-performing team of outbound specialists, including managers and frontline staff. - Fostering a culture of accountability, innovation, and excellence within the team. - Providing regular coaching and performance reviews to team members. - Ensuring all communications are personalized, compliant with regulations, and aligned with brand guidelines. - Implementing and managing follow-up sequences to optimize customer responses. - Leveraging CRM systems, sales engagement platforms, and data enrichment tools to enhance operational efficiency and campaign effectiveness. - Collaborating with IT and analytics teams to ensure seamless integration and proper use of technology. - Identifying and recommending new tools to support outbound operations. - Using data analytics to segment customers, identify trends, and personalize outreach strategies. - Monitoring and analyzing campaign performance, providing actionable insights and recommendations. - Developing reports and dashboards to communicate results to senior leadership. - Gathering and analyzing customer feedback to identify opportunities for improving outbound efforts. - Working with the CX team to incorporate feedback into future strategies and initiatives. Role Qualifications: - Mandatory fluent English and advanced Spanish. - Bachelor’s degree in Business Administration, Marketing, or a related field. MBA is a plus. - 7+ years of experience in outbound operations, customer engagement, or sales management. - Proven track record of leading teams and delivering measurable results in user acquisition and retention. - Strong understanding of CRM systems (e.g., Salesforce, HubSpot) and sales engagement platforms (e.g., Outreach, Salesloft). - Excellent analytical skills and the ability to use data to inform decisions. - Exceptional communication, presentation, and interpersonal skills. - Knowledge of compliance regulations related to outbound communication (e.g., GDPR, TCPA). 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 pr