Merchant Ops Sr Analyst

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.

#LI-Hybrid

In this role, you'll be...

Team Leadership & Coordination

Monitor a team of operation analysts and quality agents, ensuring performance, productivity, and engagement.

Monitor daily operations across menu validation, reference store creation and legal entity registration in the internal system.

Prioritize and distribute workloads, ensuring SLAs and quality standards are met.

Monitor onboarding and continuous training sessions for new hires and existing staff.

Operational Excellence

Ensure all contracts comply 99Compras policies.

Oversee exception handling and unblock requests, ensuring commercial justification and documentation.

Validate data accuracy and oversee automation performance; escalate technical or data inconsistencies when needed.

Maintain accurate records of parity checks, overrides, and communications with internal stakeholders.

Partner closely with the Commercial team to provide weekly reports and flag critical discrepancies for negotiation.

Quality & Continuous Improvement

Monitor the Quality Assurance process, ensuring accuracy and adherence to SOPs.

Analyze recurring errors, propose process adjustments, and create retraining or feedback loops.

Build dashboards and KPIs to measure performance, accuracy, and efficiency improvements.

Promote a culture of data-driven decision-making and operational excellence.

We're eager to be in touch because you have...

4~5 years of total experience, with at least 1 year in a coordination or team lead role.
Bachelor's degree in Business, Marketing, or related field.
Strong analytical and problem-solving skills, proficiency in Excel is a must.
Systematic thinking and excellent attention to details.
Ability to work independently and manage multiple tasks simultaneously.
Knowledge of e-commerce platforms and digital marketing is a plus.
Proficient English is a nice to have.

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).