Operations Manager

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 person will be responsible for managing agents to execute a program aimed at getting restaurants onboard as soon as possible & achieve success with us.

This role involves understanding the customer journey, ensuring continuous improvement, and being capable of iterating on agent deliverables to maximize impact.

Role Responsibilities

Manage and support a team of agents responsible for delivering onboarding and engagement touchpoints to new restaurants

Develop, test, and iterate training materials and communication deliverables to improve restaurant activation and satisfaction.

Analyze operational data and feedback to identify improvement opportunities and optimize agent performance and content effectiveness.

Document and implement best practices across markets, ensuring consistency while allowing for local adaptation.

Collaborate with cross-functional teams (e.g., Product, Ops, Marketing) to ensure a seamless and customer-centric restaurant experience.

Anticipate risks in the program execution, plan mitigation strategies, and address unforeseen challenges proactively.

• Be the customers advocate inside and outside the organization;

Role Qualifications

Bachelor degree and above

3-5 years of working experience, including at least 2 years experience working with BPO.

The more recent the better

Excellent execution & communication skills, ensuring seamless collaboration with cross-functional teams and execute at scale

A goal-oriented, self-driven approach, with the adaptability to thrive in fast-changing environments

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

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