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.

Team Overview

The Merchant Operations Manager is the strategic lead responsible for the health and growth of the merchant ecosystem in the Brazilian market. You will design the strategies that drive merchant engagement and yield while balancing the supply and demand of our marketplace, owning the operational health of our partners. With a result-driven mindset and a strong emphasis on cross-functional collaboration, the team drives merchant growth and engagement and refines the user journey to improve service quality.

Role Responsibilities

• Strategic Planning: Define the operational roadmap for grocery categories, identifying growth opportunities and performance improvements; benchmark against main competitors; implement and track pilots for specific category needs, such as heavy order handling merchants, and formulate exclusive strategies for premium merchants.
• Operations Policy Definition and Tracking: Develop and adjust policies to improve merchant information quality, per-merchant yield, and overall platform health, as well as monitor and analyze daily metrics, such as completion rate, cancellation reasons and preparation time for merchant portfolio.
• Budget & Targets: Plan budget allocation for merchant subsidies and marketing, setting clear targets and reviewing the effectiveness of each strategy in collaboration with the Commercial team.
• Global Stakeholder Management: Present results and strategic briefs to senior leadership, navigating a multicultural environment with clarity and data-driven arguments; act as a bridge between the local operation and the development teams (including teams in China), ensuring Brazilian market nuances are addressed.
• Cross-cultural Team Management: Manage a cross-cultural team, guaranteeing efficient communication and good team dynamics for better results.

Role Qualifications

• Bachelor's degree or higher;
• 5+ years of experience with e-commerce merchant/ partner strategy operations, performance management or business analytics;
• Excellent ability to synthesize complex data into actionable business insights and long-term policies;
• Proven experience in managing cross-functional projects and, preferably, leading teams in a fast-paced environment;
• Strong understanding of data analysis (SQL is a plus) and how product/tech integrations impact business outcomes;
• Advanced/ fluent English is required for daily collaboration with global teams; Spanish or Chinese are a plus given our global footprint;
• Good communication skills, ability to manage multiple projects and a proactive "problem-solver" attitude.

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 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.