Merchant Operations Senior Analyst

Didi-Global-; São Paulo; Presencial; BRL 90 000 - 150 000; Tempo integral

Resumo da oferta

DiDi Global Inc. is seeking a Senior Analyst for Merchant Operations in São Paulo to optimize onboarding, activation, and retention, driving merchant revenue and satisfaction.

You will contribute to scalable marketplace growth and improved unit economics within a fast-moving e-commerce environment. You will build end-to-end onboarding processes, set KPIs for the BPO team, and lead projects that improve merchant experience, using data analysis to turn insights into action and collaborating across

Qualificações

• Bachelor's degree or above.
• 3+ years of merchant operations experience in e-commerce or retail.
• Strong data analysis skills (Excel / SQL).
• Experience in building processes and managing BPO teams.
• English as working language (written and spoken).

Responsabilidades

• Build and optimize the end-to-end merchant onboarding process — from sign-up, document review, and contract signing to going live
• Set KPIs for the BPO team, manage daily operations, and track performance through data dashboards
• Lead merchant operation projects (new merchant launch, tiered operation, experience improvement) and drive results
• Use data analysis to identify problems and opportunities, then turn insights into action
• Collaborate with other teams to resolve blockers

Conhecimentos

Data analysis

Cross-team communication

Formação académica

Bachelor's degree or above

Ferramentas

SQL

BPO management

Process optimization

Descrição da oferta de emprego

Company Overview

DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.

DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world’s transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.

For more information, please visit: www.didiglobal.com/news

Team Overview

As a Merchant Operations Senior Analyst at DiDi, you will optimize merchant lifecycle performance across onboarding, activation, and retention to drive measurable increases in merchant revenue, completion rates, and consumer satisfaction; your work will enable scalable marketplace growth and improved unit economics. You will join the Merchant Operations team responsible for ensuring merchant quality, operational efficiency, and rapid expansion in both urban and suburban markets, directly influencing GMV (Gross Merchandise Value), average order value, and fulfillment reliability.

Role Responsibilities

• Build and optimize the end-to-end merchant onboarding process — from sign-up, document review, and contract signing to going live
• Set KPIs for the BPO team, manage daily operations, and track performance through data dashboards
• Lead merchant operation projects (new merchant launch, tiered operation, experience improvement) and drive results
• Use data analysis to identify problems and opportunities, then turn insights into action
• Collaborate with other teams to resolve blockers

Role Qualifications

• Bachelor's degree or above
• 3+ years of merchant operations experience in e-commerce or retail
• Strong data analysis skills (Excel / SQL)
• Experience in building processes and managing BPO teams
• English as working language (written and spoken)
• Result-oriented, good cross-team communication

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.

We are committed to building inclusive and diverse teams.

At DiDi, we believe that our differences are our biggest source of strength. That‘s why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.

We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that’s how we create better products and services, make better decisions and better serve the communities we’re a part of.