DiDi Global

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WFM Planning & Risk Project Manager

Job Locations BR-SP-Sao Paulo
ID 2025-15442
Category
Operation & Strategy - Fintech
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

This role combines Workforce Management (WFM), Strategic Planning, Project Management, and Training Team Leadership within the Risk Ops Center (ROC) at 99 Pay. The manager will be responsible for leading headcount and budget forecasting, performance monitoring, data analysis, training strategy, and cross-functional projects across fraud prevention and collections. The role demands strong analytical skills, operational understanding, and project execution capabilities to drive efficiency and sustainable growth across the ROC.

Role Responsibilities


  • Forecasting, Planning & Performance Management


    • Build and maintain headcount and capacity models for the ROC (Fraud Prevention & Collections).

    • Monitor BPO and internal workforce budgets, flagging deviations and proposing corrective actions.

    • Track operational KPIs, recovery performance, manual review workload, and fraud investigation volumes.

    • Prepare reports and dashboards that support leadership in strategic decision-making.


  • Project Management


    • Develop Business Requirement Documents (BRDs) for cross-functional initiatives involving credit recovery, fraud risk, and process improvements.

    • Manage project timelines, risks, and deliverables from planning to implementation.

    • Coordinate with stakeholders from Operations, Risk, Strategy, Tech, and external vendors.


  • Data Analysis & Reporting


    • Deliver actionable insights through data analysis and visualization tools (e.g., Power BI, Tableau).

    • Support business reviews and governance routines with high-quality data storytelling.


  • Cross-functional & International Collaboration


    • Act as a connector between Brazilian and global stakeholders.

    • Participate in meetings and alignment routines involving international teams (China, Latin America, etc.).

    • Ensure clear communication across business units and regions.


  • Training & Capability Building


    • Lead the ROC training team in the planning, development, and delivery of onboarding, refreshers, and corrective training.

    • Use quality assurance (QA) feedback and project insights to identify learning needs.

    • Collaborate with the QA and Operations teams to establish a feedback-learning loop.

    • Monitor training effectiveness and its impact on operational KPIs.


Role Qualifications

Education



  • Bachelor’s degree in Business Administration, Engineering, Economics, Statistics, or related fields.

  • Project Management certifications (e.g., PMP, Agile) are a plus.


Experience



  • Experience in WFM, planning, or operational analytics.

  • Experience managing strategic or operational projects, ideally in financial services or digital platforms.

  • Knowledge or exposure to fraud prevention and credit recovery operations is a strong plus.

  • Experience working with BPOs and multicultural environments.


Knowledge



  • Advanced Excel and BI tools (Power BI, Tableau, Looker).

  • SQL or equivalent for data handling is a plus.

  • Familiarity with project management tools (e.g., Jira).

  • Knowledge of key operational metrics in fraud and collections environments.


Languages



  • English: Mandatory

  • Spanish: Desired

  • Mandarin: Plus


Skills & Abilities



  • Strong analytical and problem-solving skills.

  • Project ownership and attention to detail.

  • Structured, proactive, and detail-oriented approach.

  • Excellent communication and stakeholder management.

  • Ability to work in a dynamic, fast-paced, and multicultural environment.

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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