Role Responsibilities Guardian of the Premier Driver experience. Full ownership of streamlining communications and standardizing service protocols across all support channels (Inbound, Outbound, and Face‑to‑Face). Transform complex escalations into long‑term process improvements, design high‑quality training materials, and lead calibration sessions to ensure service meets Premier expectations. Serve as a strategic voice for drivers, using data from NPS and sentiment analysis to advocate for and implement initiatives that improve driver satisfaction and retention. Qualifications Proficiency in data analysis (Excel/Google Sheets mandatory; SQL a strong plus). Strong analytical skills and pattern recognition, with experience in Root Cause Analysis. “Premier” mindset: eye for detail and commitment to high communication standards. Exceptional communication and training skills, translating complex operational changes into clear, engaging materials for diverse audiences. Stakeholder management: collaborate and influence teams across Inbound, Outbound, and Face‑to‑Face. Resilience and empathy, handling high‑pressure escalations with a solution‑oriented mindset. EEO Statement DiDi is an Equal Opportunity Employer and does not discriminate against any employee or applicant based on gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion or other protected status. All employment and advancement decisions are made on the basis of qualifications and position needs. #J-18808-Ljbffr