DiDi Global

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Operations Specialist

Job Locations BR-SP-Sao Paulo
ID 2026-20141
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




We are looking for an experienced and results-driven Operations Specialist to join our rapidly scaling team in Brazil. You will play a key role in optimizing and executing our local operations strategy — driving efficiency across core workflows, elevating merchant and customer experience, and leading cross-functional collaboration to unlock sustainable growth. If you're passionate about turning operational complexity into structured execution, raising the bar on performance metrics, and thriving in a fast-paced, multicultural environment, we'd love to meet you.






We're not just looking for someone who executes tasks — we want someone who loses sleep over unsolved problems, holds themselves to a higher standard than their manager does, and genuinely cares whether merchants succeed.




Role Responsibilities


  • Merchant Implementation & Onboarding: Lead end-to-end onboarding for new merchants — from contract signing through go-live — ensuring a smooth, high-quality activation experience that sets the foundation for long-term success.

  • Customer Success & Retention: Build and maintain strong relationships with key merchant accounts; proactively identify signs of disengagement or churn risk, and drive structured interventions before issues escalate.

  • Problem Discovery & Continuous Improvement: Go beyond surface-level feedback — dig into merchant pain points, operational gaps, and product friction through direct conversations and data; translate findings into concrete improvement proposals and follow them through to resolution.

  • Cross-functional Collaboration: Work closely with local and global teams across Product, Sales, and Marketing to relay merchant insights, align on priorities, and ensure operational decisions are grounded in real market experience.

  • Data & Reporting: Own key operational metrics (activation rate, time-to-value, retention, SLA compliance); produce regular performance reviews that not only report numbers but surface patterns, flag risks, and recommend actions.

Role Qualifications


  • Bachelor's degree or higher in Business, Engineering, Data Science, or a related field.

  • 3+ years of experience in customer implementation, customer success, or operations roles — ideally in tech, SaaS, marketplace, or startup environments.

  • Deep understanding of the Brazilian market, merchant behavior, and the digital landscape for SMBs.

  • Strong analytical mindset and data literacy; comfortable using tools like Excel, Google Sheets, Notion, or CRM dashboards to track performance and surface insights.

  • Excellent communication and stakeholder management skills — able to work effectively with both merchants on the ground and cross-functional teams across geographies.

  • Fluent in Portuguese; proficiency in English is required.

  • Proactive, detail-oriented, and comfortable operating in fast-changing environments — you don't wait for problems to find you.

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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