Senior 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.

Team Overview

We are seeking a Sr Operations Manager to lead and optimize our operations. This role requires a strategic thinker with strong execution capabilities, leadership skills, and a data-driven mindset to enhance merchant engagement and operational efficiency.

Role Responsibilities

• Team Leadership: Lead and mentor a team and outsourced personnel to ensure efficient task execution and high performance;
• Outsourced Team Management: Oversee outsourced teams ensuring smooth workflows and continuous performance improvement;
• Data Analysis & Optimization: Analyze team performance, monitor key metrics, and implement strategies to improve processes, efficiency, and client satisfaction;
• Process Improvement: Continuously optimize workflows and standard operating procedures (SOPs) to enhance team productivity and quality;
• Cross-Department Collaboration: Work closely with product, marketing, and other teams to align efforts with business goals and ensure seamless execution.

Role Qualifications

• Bachelor’s degree in Marketing, Business, E-commerce, or related fields;
• 5+ years in operations or vendor management, with at least 2 years in a leadership role;
• Strong leadership and people management skills;
• Expertise in data analysis and performance tracking;
• Proficient in optimizing workflows and improving team efficiency;
• Execution: Ability to manage multiple projects and deliver results efficiently;
• Communication: Strong written and verbal communication skills.

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.

We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).