CX Vendor Strategy 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. For more information, please visit: www.didiglobal.com/news #LI-Hybrid Team Overview Team Overview In the Customer Experience area, we are hundreds of people, from different places and with different cultures, responsible for strategically managing the customers' experience throughout their journey with the company. We are a customer-centric team, which means that we adopt and apply a list of key experience principles that establish the expected behaviors, mindset, processes, metrics and ways of working to protect customer’s experience while generating value to the business. We look for people who are willing to embrace these principles by going far and beyond to bring them to life, and more importantly, who are passionate and driven by positively impacting people’s lives and experiences. DiDi Global's Vendor Strategy focuses on ensuring that the CX Team has the necessary services and tools to operate effectively. We manage the entire lifecycle of vendor relationships over the long term, including identifying potential vendors, contract negotiation, performance management, and risk management aligned with CX’s goals and strategy. This position plays an international role, interacting directly with vendors and key stakeholders located in Egypt, Brazil, Mexico, Colombia, and Peru. The scope covers the end-to-end process—from the initial vendor selection phase through to ongoing contract management and relationship building. Given the complexity of managing partners across these diverse regions, exceptional negotiation and influence skills are key for this position to drive alignment and commercial success. Role Responsibilities Role Responsibilities Strategic Vendor Management: Lead the development and execution of global strategies for CX vendors (BPOs, call centers, systems, tools, and carriers) to ensure optimal coverage, cost-efficiency, and quality. Contract Negotiation: Lead strategic negotiations for complex contracts. Develop and enhance price models and commercial terms to maximize value while ensuring compliance and mitigating risk. Vendor Selection & Governance: Drive the RFI/RFP process to identify, evaluate, and select best-in-class vendors based on strict criteria (quality, cost, reliability, innovation). Maintain robust relationships with key global partners. Performance & Recognition: Serve as the primary point of contact for performance escalations. Build and manage the "Voice of the Vendor" program to foster a partnership model rather than a transactional one. Cross-Functional Collaboration: Foster deep connections with Global Procurement, Legal, and IT teams to leverage synergies, ensure regulatory compliance, and identify cost-saving opportunities. Data-Driven Optimization: Define analytical approaches and demand distribution strategies to uncover insights that improve vendor performance and customer experience. Role Qualifications Role Qualifications Bachelor’s degree in Business Administration, Supply Chain Management, Engineering, or a related field. 5+ years of experience (Required for D7) in Vendor Management, Procurement or Strategic Sourcing. Proven experience in cost optimization strategies with vendor. Advanced/ fluent English (Required for global vendor interaction) - C1 level or above Strategic Negotiation & Influence: Advanced ability to apply structured negotiation frameworks and influence stakeholders across different cultures (LATAM/Egypt/China) to achieve commercial goals. Project Management: Strong ability to prioritize and manage multiple complex initiatives simultaneously. Global Mindset: Ability to work effectively with remote teams across various time zones and adapt to different cultural business practices. Critical Thinking: Exceptional problem-solving skills with a focus on customer impact and operational efficiency. 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. 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