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

As a Merchant Operations Senior Analyst, you will be part of the driving force behind the operational excellence of our grocery business, accountable for business outcome and stores’ performance. You will own the operational health of our partners, ensuring that from the moment an order is placed to its pickup, the merchant’s performance meets our high standards for a seamless user experience. With a results-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

• Performance Guardian: Monitor and analyze daily metrics, such as completion rate, cancellation reasons and preparation time for merchant portfolio, among others.
• Operations Policy: Utilize policy adjustments to guide merchants toward high-quality information presentation, address merchant issues, enhance merchant activity and per-merchant yield, ensuring a healthy platform operation.
• Issue Diagnosis: Identify root causes for operational failures and lead initiatives to fix bottlenecks, working closely with Commercial, Strategy and Product teams.
• Strategic Initiatives: Implement and track pilots for specific category needs, such as heavy order handling merchants, and formulate exclusive strategies for premium merchants.
• Merchant Marketing: Develop merchant marketing strategies and mobilize merchant subsidy resources in coordination with Commercial team.
• Onboarding & Structure: Help structure and refine the onboarding flow for new partners to ensure they start with high operational quality.
• Cross-functional Collaboration: Act as a bridge between the local operation and the development teams (including teams in China), ensuring Brazilian market nuances are addressed.

Role Qualifications

• Bachelor's degree or higher;
• 3+ years of experience with e-commerce merchant/ partner strategy operations, performance management or business analytics;
• Excellent logical, structured and data-driven thinking; strong ability to synthesize and distill insights;
• Proficiency in Excel is essential and in SQL, desired; you must be comfortable building dashboards and extracting insights from complex data;
• Advanced/ fluent English is required for daily collaboration with global teams;
• High organization and 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.