DiDi Global

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Service Governance Business Manager

Job Locations BR-SP-Sao Paulo
ID 2026-20526
Category
Operation & Strategy - Mobility
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

The Service Governance Team supports DiDi/99’s mobility business in achieving sustainable growth by ensuring a high-value and high-quality environment for our users.


By leveraging data, strategy and cross-functional collaboration, we identify issues that affect platform trust and design solutions that balance user fairness with operational efficiency.


In this role, you will lead a team and shape how we detect, analyze, and, most of all, resolve transaction-related issues, collaborating across functions to build impactful and scalable solutions. You’ll drive innovation, mentor team members, and generate long-term value for both the business and our users.


Get ready for a fast-paced, challenging and dynamic environment.

Role Responsibilities



  • Leading and developing a high-performing team, fostering growth, ownership, and problem-solving skills.




  • Deep dive into transaction experience issues to identify root causes and recommend scalable, long-term solutions.




  • Assess current policies, processes and control mechanisms, identifying gaps and proposing improvements to increase user satisfaction and business efficiency.




  • Collaborate with cross-functional teams (Head Quarters, Product, Operations, Analytics, Marketing, Legal, PR, etc.) to design and implement impactful initiatives.




  • Monitor and analyze the impact of solutions, adapting strategies based on insights.




  • Proactively identify opportunities for innovation and propose new approaches to strengthen platform trust.



Role Qualifications



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




  • Previous leadership or team management experience.




  • Advanced English.




  • Strong problem-solving and critical thinking skills.




  • Proven ability to work independently and drive initiatives end-to-end.




  • Skilled in data analytics, with experience in data-driven decision making.




  • SQL and advanced Excel knowledge.




  • Mission-driven, entrepreneurial mindset with strong collaboration and communication skills.




  • Proactive and solution-oriented.



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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