About this role
Supply Operations Specialist — Delivery Experience & Standards
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, 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.
About the team/role
Join our dynamic and innovative Courier Labs team, a part of the SSL Delivery division within DiDi. Our mission is to drive groundbreaking projects centered around couriers and delivery services. We are a group of global last-mile industry experts, united by our passion for innovation and our drive to push boundaries. If you thrive in a fast-paced, entrepreneurial environment and are ready to tackle the impossible, this is the place for you.
In this role, you'll be diagnosing poor experience and finding opportunity across every node of the delivery journey — order acceptance, arrival at store, pickup, in-transit, drop-off, exception handling — establishing where the problem occurs, who causes it, and how much it costs. You will talk directly to merchants and users: visit stores, listen to user feedback, and dissect low ratings and complaint tickets to identify the critical scenarios driving poor experience — rather than inferring from metrics alone. You will conduct rigorous analysis to turn scattered complaints into a quantified, scenario-segmented, frequency-ranked problem inventory, and judge which problems genuinely warrant investment. You will deliver prioritization calls, articulating how experience problems transmit to merchant services, complaint rate, and merchant retention.
You will define delivery experience standards and behavioral requirements covering standard actions at every node — clear enough to be trained, assessed, and adjudicated. You will build scenario-specific standards for rain, high-value orders, high-rise buildings, gated complexes, peak hours in dense commercial zones, and where a general standard cannot work, you will tailor the scenario. You will ground every standard in real feasibility by validating on the front line that couriers can actually meet it before rolling it out at scale.
For education and enforcement you will build the training and education system for Vendors and couriers with materials, certification before going live, new-joiner onboarding, and case-based reviews so couriers genuinely master the requirements. You will define the accompanying rules and liability standards, making the consequences of meeting or missing the bar explicit, and transmit them through the two-layer platform from Vendor to courier. You will work with Product to embed the productizable parts of the standards into the system with in-app prompts, process gates, and fulfillment validation, ensuring consistency through tooling rather than headcount.
For tracking and iteration you will establish experience metric monitoring to track what actually changes after a standard lands, distinguishing whether the standard was wrong or not followed. You will verify execution quality through regular spot checks, field validation, and mystery shopping, and iterate both the standards and the training focus accordingly.
We’re eager to be in touch because you have experience in delivery experience, fulfillment operations, service standards, or a comparable field. You should have grounded front-line execution ability and be willing to visit stations, run deliveries firsthand, and call on merchants on an ongoing basis, with judgment built on real observation and feasibility as the first test of any proposal. You should have strong user sensitivity to identify genuine pain points and improvement opportunities from front-line observation and user feedback, not just dashboards. You should have solid data analysis capability to independently pull, break down, and attribute data, converting qualitative observation into quantitative conclusions, and be proficient with AI tools for productivity. English should be your working language and Spanish is required since core responsibilities involve direct conversation with local merchants, users, and couriers.
Plus criteria include experience defining service standards or codes of conduct from scratch, experience building training systems or standard operating procedures, experience building tools together with Product teams, and a background in customer service, experience operations, or NPS.
You’ll love working at DiDi because you will be part of a company that creates user value by focusing on safe, pleasant, and efficient experiences, is data-driven to navigate the business landscape strategically, and emphasizes win-win collaboration where success is a team sport. We value integrity, growth, diversity and inclusion, and are committed to building inclusive and diverse teams and a workplace free from discrimination and harassment.
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.