DiDi Global

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Operations Senior Analyst

Job Locations BR-SP-Sao Paulo
ID 2025-15062
Category
Operations & Strategy - Food
Employee Class
Regular

Company Overview

If you see technology as a way to smooth your path in life, our team does too: Your Path, Our Journey.

 

We believe in technology that connects talented people who embrace diversity to create and share paths we don't even know about (yet!). We work to generate value not only for our users but, above all, for the communities we serve and for society as a whole, making every day better for everyone with mobility and delivery services (99) or digital payments (99Pay).

 

To make life easier for millions of people every day, since 2018, we have been part of DiDi DiDi Global Inc., the world’s leading mobility technology platform. We are pioneers in creating innovative solutions that start in Brazil and scale up to make a positive impact in more than 12 countries where DiDi operates. This innovation encompasses sustainability, safety, artificial intelligence, financial markets, and much more.

 

Whether building projects from scratch or improving our solutions, we enjoy challenges that give us butterflies, which is why we work at a fast pace with respect, collaboration, and good humor. Along this journey, we also draw strength from diverse experiences and opinions to grow together, fail quickly, learn, and adjust the course to create solutions that deliver even better results.

#LI-Hybrid

Team Overview

Our mission is to make every store's experience on 99Food intuitive, seamless, and self-sufficient. This role is perfect for someone who’s passionate about creating smart, scalable processes that reduce friction — not through heavy tech or large product changes, but by refining every detail of how we communicate, guide, and support our store partners.


You’ll sit at the intersection of Operations, Customer Experience, and Product Education, using language as a tool, and data as your compass. From rewording key elements in our app to building internal documentation, tutorials, and processes, your work will reduce inbound support and boost store autonomy. You'll bring sharp instincts, structured thinking, and a hands-on approach to make changes that truly move the needle.

Role Responsibilities



  • Design and improve processes that make the 99Food easier to use for stores, by creating processes or materials that can help them to solve problems by themselves and reducing dependency on human support.




  • Audit and refine the wording in the app, push messages, and instructional flows to improve comprehension without major UI/UX changes.




  • Create clear, localized, and effective documentation, tutorials, and FAQ materials in both Portuguese and English for stakeholders for them to work independenly. 




  • Collaborate with CX and Product teams to proactively identify friction points in product and propose experience-focused improvements.




  • Translate complex concepts into simple instructions, both internally and externally.




  • Extract and analyze data to understand behavior trends, usage gaps, and performance of new initiatives.




  • Monitor the impact of your changes on support ticket volume, store engagement, and self-service rates.




  • Serve as a central bridge between the operational team and the store community, ensuring they feel confident and empowered using the platform.



Role Qualifications



  • Fluency in Portuguese and English (spoken and written) — you're a natural at switching between both without losing nuance. Chinese will be a big plus!




  • A proven track record in CX, store education, product enablement, or operations design.




  • Experience in writing or editing product language (microcopy, tooltips, feature walkthroughs, etc.).




  • A strategic mindset with a hands-on attitude — you’re not afraid to write, test, and launch your own improvements.




  • Mid-level proficiency in Google Sheets/Excel formulas (vlookup, if statements, pivot tables), Google doc/Word, Google Slides/Power Point, process drawing tools.




  • Preferred: familiarity with SQL and Pandas for data extraction and impact analysis.




  • A data-informed approach to decision-making, but always rooted in user experience.




  • Bonus: experience working in platform businesses, marketplaces, or with merchants/stores.



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.
Diversity & Inclusion

Diversity is not a future vision or a wish for something we want someday; it is a non-negotiable value of who we are today.

 

We embrace inclusion, plurality, and respect, and to achieve this, we rely on the governance of the Diversity Committee, which works alongside HR, our leadership, and identity groups—99Adapta, 99Afro, 99Colors, 99Womem, and 99Familys.

 

This is our ongoing journey, with much more still to come.

 
We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).
 
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

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