Job Description
Operations Manager
Sao Paulo - Brazil
Operation & Strategy - Mobility
Regular
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About the company
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.
About the team/role
We are looking for a data-driven and detail-oriented Operations Manager to oversee and optimize B2B service quality on our platform. This role focuses on monitoring and improving key service metrics such as cancellation rate, ensuring a seamless experience for both customers. The ideal candidate will have strong problem-solving skills, and experience in service governance to drive continuous service improvement.
In this role, you'll be...
Service Quality Management – Monitor and analyze key client service metrics (e.g., cancellation rate, fulfillment rate) to identify areas for improvement;
Process Optimization – Develop and implement strategies to optimize workflows, ensuring clients meet platform service standards;
Support & Compliance – Work closely with internal teams to enforce service policies, provide guidance, and ensure merchants comply with operational requirements;
Data-Driven Decision Making – Leverage data insights to diagnose issues, optimize performance, and reduce service disruptions;
Cross-Functional Collaboration – Partner with product, business development, and customer service teams to enhance support processes and improve overall service efficiency;
Issue Resolution & Escalation Management – Establish clear escalation mechanisms and ensure quick resolution of service-related problems.
We're eager to be in touch because you have...
Bachelor’s degree or above in Business Administration, Operations Management, E-commerce, or related fields;
At least 3 years of experience in operations, service quality management, or process optimization in the O2O, e-commerce;
Strong analytical skills with a data-driven approach to problem-solving;
Process optimization expertise to improve service efficiency;
Strong execution and project management abilities to drive initiatives to completion;
Excellent communication and stakeholder management skills to align cross-functional teams;
Familiarity with customer service policies and performance monitoring in a digital platform environment.
You'll love working at DiDi because...
We create user 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.
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.
Growth
We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
Diversity and Inclusion
Diversity is one of our biggest strengths. Our differences are what make us distinct. We respect each other and believe in equal opportunities for all.
Diversity & Inclusion
Diversity is not a vision of the future or something we wish to have one day, it is a non-negotiable value of who we are.
We practice inclusion, plurality, and respect. And we count on the governance of the Diversity Committee, which works together with HR, leadership and identity groups - 99Adapta, 99Afro, 99Cores, 99Mulheres, and 99Mamães. This part of our journey has been written, there remains a long road before us.
We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).
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